BIZ104: Woolworths Customer Experience Management Presentation

This presentation analyzes the customer experience at Woolworths Australia, a major supermarket chain. It begins with an organizational overview, highlighting Woolworths' vision, mission, and strategy. The presentation's purpose is to evaluate Woolworths' consumer experience using a customer experience map, identifying potential issues and recommending strategies for improvement. The analysis covers challenges in customizing products/services, the importance of customer management, and the need for a customer-centric approach. The presentation includes a customer experience map and provides recommendations based on the analysis, emphasizing the need to focus on the supply chain, provide effective training to consumer service executives, and improve product quality and pricing to regain consumer trust. References to relevant academic sources support the analysis.

CUSTOMER EXPERIENCE
MANAGEMENT
Woolworths Australia

ORGANISATIONAL OVERVIEW
• Largest Supermarket chain
• The vision of the organization is to help the members achieve
wellbeing and financial security
• The mission of the organization is to provide the customers with best
experiences towards its products and customer services
• The strategy of the organization is to win customers trust and
increase the share of the customers' spending over the food by
lowering price range and improving their experiences related to
shopping.

PRESENTATION PURPOSE
• The main aim of this presentation is to analyse as well as
evaluate the consumer experience of the mentioned organization
with the help of the consumer experience map. This will help the
management of the organization to understand the potential
loopholes of the organization and this in turn will help tem to
determine effective strategies to deal with the issue

CUSTOMISING PRODUCTS/SERVICES
Marketing
Plan
Applicable
marketing
research
Projection
of revenue
and
demand
Marketing
Budget
Relevant
policies
Operationa
l planning

CHALLENGES FOR CUSTOMER
EXEPERINCES
Higher price
Lack of
efficient
consumer
service
Damaged
products

IMPORTACE OF CUSTOMER
MANAGEMENT
Conscious and
Subconscious
perception of the
customers regarding
their relationship with
the brand.
Interaction of
customers
Focus over the
customer experience
management

NEED FOR CUSTOMER CENTRIC
APPROACH
Focusing on consumer experience.
Strategic acquisitions as well as
franchise models in emerging economics
Promoting the brands through
advertising, promotion as well as
sponsorships.

CUSTOMER EXPERIENCE MAP

CUSTOMER EXEPERINCE MANAGEMENT
IN WOOLWORTHS

RECOMMENDATION

CONCLUSION
• Woolworths organization has the potential to enhance its
consumer satisfaction with the implantation of effective
strategies. The consumer experience of the organizing was found
to be deteriorating or low quality products, high price and
ineffective consumer service. For regaining its consumer market,
the organization needs to focus on the existing supply chain,
monitor the same in regular basis. Along with this effective
training to the consumer service executives should be provided.

REFERENCES
Arli, V., Dylke, S., Burgess, R., Campus, R., & Soldo, E. (2013). Woolworths Australia and Walmart US: Best practices in
supply chain collaboration. Journal of Economics, Business & Accountancy Ventura (JEBAV), 16(1).
Atapattu, M., & Sedera, D. (2014). Mobile Digital Connectedness: Conceptualization, Measurement and Application.
In The Second AIS-Journals Joint Author Workshop in PACIS.
Kalbach, J. (2016). Mapping Experiences. A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams.
Beijing, PRC: O’Reilly Media. Retrieved from
https://ebookcentral-proquest-com.ezproxy.laureate.net.au/lib/think/detail.action?docID=4543957
Kasanagottu, S., & Bhattacharya, S. A REVIEW OF METRO, TARGET, & WOOLWORTHS GLOBAL BUSINESS STRATEGY.
Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2015). Marketing. Pearson Higher Education AU.
McColl-Kennedy, J. R., Gustafsson, A., Jaakkola, E., Klaus, P., Radnor, Z. J., Perks, H., & Friman, M. (2015). Fresh
perspectives on customer experience. Journal of Services Marketing, 29(6/7), 430-435.
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Management.
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communities. Appl. Environ. Microbiol., 75(23), 7537-7541.
Sun, Z., & Lau, S. K. (2007). Customer experience management in e-services. In E-service intelligence (pp. 365-388).
Springer, Berlin, Heidelberg.