This report provides a comprehensive analysis of Wesfarmers' customer experience management (CEM) strategy. It begins with an introduction to Wesfarmers, outlining its business operations and customer base. The report identifies and differentiates two key customer segments: grocery shoppers and home & lifestyle product shoppers, highlighting their distinct needs and preferences. It then delves into the customer experience strategy employed by Wesfarmers, focusing on the implementation of NetSuite for Retail, a cloud-based POS and customer management solution. The report further develops value propositions for the two customer segments, using a Value Proposition Canvas map to align customer needs with service offerings. It explains how this approach can improve customer satisfaction, attract new clients, and reduce service expenses. The report also emphasizes the importance of CEM strategies in providing better service to customers. The report concludes by summarizing the key findings and implications of the CEM strategy for Wesfarmers, emphasizing the significance of customer-centric approaches in achieving long-term customer loyalty and business success.
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