Customer Experience Strategy CW7 - Summative Assessment Example

Published: 05 Feb, 2025
Category coursework Subject Management
University BPP Business School Module Title Customer Experience Strategy

About This: 

In this sample the chosen company is Domino’s Pizza, which is one of the largest delivery pizza chains worldwide and will be discussed in terms of its activities in the United Kingdom market. This report fulfils the purpose of analysing Domino’s CX strategy to identify how the company may further use relevant technological tools, customer relations activations, and delivery services and skills to sustain market competitiveness and improve the customer experiences in the UK market.

What We Will Covered In This Unit:

Task 1: Customer Experience Strategy Analysis

  • Customer Experience as a Competitive Advantage
  • Strategic Importance of Customer Experience for Domino’s in the UK
  • The Entire Customer Experience at Domino’s
  • Strategic Importance of Critical Success Factors: People, Culture, and Strategy
  • Actionable Recommendations for Enhancing CX

Task 2: Customer Journey Map & Persona Analysis

  • Consumer Persona creation
  • Customer Journey Map
  • The Role of Personas & Customer Journey Mapping
  • Incorporating Feedback

Task 3: Performance Metrics Suggestion

  • Chosen Metrics: Net Promoter Score (NPS) and Customer Retention Rate (CRR)
  • Current Performance Analysis
  • Areas for Improvement
  • Proposed Actionable Strategies

Task 4: Omni-Channel Strategy Evaluation

  • Defining Omni-Channel Strategy
  • Customer Interaction Channels
  • Customer Feedback Utilization
  • Evaluate Integration and Consistency

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