Customer Experience Strategy CW2 - Summative Assignment Sample

Published: 27 Nov, 2024
Category Assignment Subject Management
University BPP School of Business and Technology Module Title Msc Management Executive Leadership and Governance

1200 words

Introduction

This report highlights developing a deep understanding of the Customer Experience (CX) Strategy, important for business goals to enhance customer trust and satisfaction. The main topics of this course are the importance of CX, crafting consumer personas, directing the customer journey, and applying omnichannel marketing strategies. By reading this students will be able to understand the performance metrics like Net Promoter Score (NPS) and Lifetime Value (LTV) to evaluate CX's effectiveness. Some additional topics that are also included in this course are Critical Success Factors (CSFs) in CX, comparing strategies across industries. By the end, students will be equipped to design and implement effective CX strategies that drive business success.

Table of Contents 

Introduction
1. The importance of customer experience 
2. Consumer persona creation 
3. Mapping the customer journey
4. Omnichannel marketing 
5. CX performance metrics 
6. CX processes in different industries
Conclusion
References 

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