Customer experience (CX) strategy of Samsung

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Write a 2,500 word report on the customer experience (CX) strategy of Samsung
for their mobile phone product lines. You should base your report on the analysis of their CX strategy
in one specific country in which they operate, which you must identify in the introduction to your
report.
You should write your report for the Board of Directors. Within the business report, reference
should be made to relevant CX concepts, literature and application as appropriate. Only use tables to
answer the requirements where it is suggested to do so.
You need to address the following tasks:

1. The importance of customer experience : you should define and explain what is
   meant by and included under the term customer experience. Appraise the importance of CX
   in the case of Samsung mobile phones.
2. Customer journey : explain what a customer journey is and why it is important to
   CS strategy, including the purpose of each of the main elements: journey stage, activities,
   feelings and needs.
3. Persona creation : explain what a consumer persona is and evaluate its role in
   developing effective CS strategy. In application to Samsung identify and justify three key,
   different consumer personas. Select one of the three consumer personas and for this
   persona provide the following elements in a visual format (table or graphic):
   a. Demographics and story
   b. Profile
   c. Motivations for using a Samsung mobile
   d. Goals for using a Samsung
   e. Painpoints a Samsung mobile solves

Sample Solution

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