Customer Experience Strategy Assignment Sample
Importance of consumer experience
Consumer experience concepta
A consumer service experience is a big amount of deal at Apple Company. It is having a handbook for their consumer professional support in the market. It is noted that a repetitive utilization of empathy is specifically with the empathy of feel, found, and felt. Moreover, a consumer visiting a store of Apple for getting repairs (Araujo et al. 2020). It is to make sure overall satisfaction is done by an apple genius who focuses on building consumer relationships and making better lives. Moreover, the consumer experience of proactive online support of consumers is quitting commendable. Social media is a big part of consumer service at Apple Company which provide the product Mac book. The management of customer experience is developing the loyalty of consumers and decreasing the churn of customers. In the market, it is making competitive and requires connecting in the world.
Importance of CX strategy for Apple
The strategy of the consumer experience of a company is focused on a supertype of persuasion for marketing and building strong types of consumer engagement. It is developing an effective amount of consumer engagement into a subjective matter that purchases products for consumers (Waqas et al. 2022). The team of marketing is have a powerful type of story that tells consumers are worthy of apple products that make a better amount of a person. The company is developed to compel a consumer experience and to deliver quality type of products. A company is at its success peak and brings a consumer experience through innovation such as hardware and planning of great types of products (Liébana-Cabanillas et al. 2020). The consumer experience matters a clear making inside that feel into a branding value through a design. It is noted that an informative experience is cherishing every time to visit the store. Customer Experience Strategy Assignment Sample
Consumer persona creation
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Story · Social Media Marketing · Major decision maker · Don’t have a particular time range of work
· Manage home and kids at same time
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Demographics
Name- Monica Green Age- 30 Sex-Female Income- 400000/year Location- Urban Single, two kids |
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| Motivations for using the product
· Could use the MacBook while managing both home and working · As a Social media marketer, Mac book helps in arranging information from them |
Pain points of the product
· Lack of storage · Lack of updated hardware · Quality of Webcam is not up to the point |
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| Goals for using the product
· Compatibility- lightweight, simple design · Battery life is good · Trackpad included
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Figure 1: Consumer persona
(Source: Self-developed)
The use of a Mac book while managing both working and home and having a social media marketer that supports arranging information for them is needed. The goals of using products have compatibility with a lightweight simple type of design and a better type of life in a design (Hashemi et al. 2021). The product’s battery life is good and tracking is a pad that is included for specific goals. The major pain point is lacking storage and updating of hardware. It is having the quality of producing a webcam that is up to a point.
Mapping of the consumer journey
Figure 2: Consumer mapping journey
(Source: Self-developed)
The activities include product awareness, research of products, store visits, Product purchases, and product receipts. The feeling of buying a product is product awareness including anxiety, curiosity, and stress. The product research is feeling anxious and needy and in a store, a visit includes interaction and Excitement (Arkadan, 2022). The purchasing of a product is feeling indecisive, excited and a little confused, and product receipt is including happiness and confusion. A mapping of a journey allows that the experience of the consumer is identifying to pain points and different factors that influence a customer for making a purchase. It is noted that a customer journey is facing difficulties in connecting branding with consumers into appropriate types of channels of communication (Dunno et al. 2021). A potential improvement is having patience types of intensity and focusing on a quality of a product. Cost management is having a time and satisfying and active communication.
Omnichannel marketing
A concept of omnichannel marketing is providing value integration and it is cooperating with various channels in the organization of business that uses to interact with consumers. It is noted that a brand experience is been including channels of physical and digital types of channels (Chan et al. 2019). A strategy is an omnichannel that provides a benefit of Apple products that enables one to connect with a new customer. This type of benefit is important for retailers of a market leading and connecting with a new customer for the development of a company. This type of concept is focused to connect with touch points on digital platforms such as Facebook and Instagram. A holistic type of strategy is having a multichannel which is operate silos of breakdown types of a strategy to a customer binding. These days e-commerce is been developing which plays an important role to sustain a consumer’s life.
Figure 3: The strategy of Omni-channel marketing
(Source: Ghose et al. 2021)
A large amount of percentage for consumers prefers offline stores as compared to online platforms. A retailer and customer are analyzing the potential amount of impact that connecting with a community of social is influencing a demonstration of a product. The benefit of Omni channel is utilized in physical stores and it reinforces a company’s strength to make products. Social media is a big part of consumer service at Apple Company which provide the product Mac book (López, 2022). The management of customer experience is developing the loyalty of consumers and decreasing the churn of customers.
A role of customization and interaction in the marketing of omnichannel
The service of omnichannel is assistance and advice to customers for crossing seamless types of services. It is an integrated type of device that maintains for consistency to analyze a great amount of experience for customers for communication to other platforms. The aim of omnichannel marketing at Apple is to develop a convenient and flawless that has a consumer experience offering opportunities that fulfil a demand (Chan et al. 2019). The role of omnichannel marketing brings consumer touch points that are together to interact and communicate with a consumer. It is noted that a customer to be shopping for all of the products that are making of buying to an email and announcing of browsing history. The personalization of omnichannel is making it easier for a business that has a relevant type of content to consumers in the right amount of place. A brand is utilized for data for consumer interaction to the marketing of company products. Interaction of a consumer is making of consumer types of a centric view that have a tactic to business types of marketing. A consumer interacts with a large amount of number that is innumerable for channels in the platform of social media. It is to provide a service hotline that a have a company approach for making omnichannel that ensures a consumer is to produce a positive type of a consistent experience in each channel.
Omnichannel marketing contains a platform of social media, websites, and email and the making of content. It offers a key element that is consistent and identifies a marketing tone of a vision and brand. Personalized messaging that is based on a species of interest and has content that interacts with consumers in a seller journey. The purchasing of a product is feeling indecisive, excited and a little confused, and product receipt is including happiness and confusion. The retail operation of a company is to have an omnichannel and awareness that refers to a method of putting products. Service is having a sale to all of the channels and platforms to increase reach and reduction in a finish and boost sales.
CX performance metrics
There are four different metrics used for consumer satisfaction to measure consumer experience. These help in analysing consumer satisfaction and the efforts imposed by the consumer. These are the aspects for using four metrics the four metrics include customer “Satisfaction Survey (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Churn Rate”. These consumer experiences are used by various companies for analysing the consumer’s experience regarding their products and services.
A “satisfaction Survey (CSAT)” it is a metric used for analysing the customer experience regarding the new launches of products. This also provides a question to the consumer and asks for a rating of the experience of the product used by the consumers (Korhonen, H., 2022). This gives a proper analysis of the consumers regarding their experience
“Net Promoter Score (NPS)” is a metric that provides a survey about the thought process of consumers. This process helps in advocating the brand with the help of the consumers (BIESOK and WYRÓD-WRÓBEL, 2021). This process gives an overview of the product to the people who are buying the product. It not only helps the company but the new consumers as well.
“Customer Effort Score (CES)” is a metric that helps to identify the professionals about the consumer’s effort to achieve the desired objective. The professional’s analysis of the efforts made by consumers to attain their preferred objective helps the company to analyse the toughness of the process and tries to keep things simple.
“Customer Churn Rate” is a metric that helps in analysing the consumer retention rate rather. This helps in analysing the rate of consumers leaving the use of products or services. This helps in keeping aware of the company’s existence in the market and a better way to analyse the cause of retention.
Benefits and challenges of these metrics
The benefit of the “satisfaction Survey (CSAT)” is that it provides a proper analysis of the consumer to determine their consumer needs. This process helps in improving the quality according to the need of the consumers. The challenges of the satisfaction Survey (CSAT) are it is unable to prioritize the needs and requests of the consumers. It is unable to handle the anger of the consumers and have proper communication with the consumers.
The benefit of a “Net Promoter Score (NPS)” is it cast a good image to unknown consumer or new consumers as the product review is provided by the product user. This increases sales and branding of the products. The challenges of the Net Promoter Score (NPS) are the company gets a lower response rate and is segmented by user type. It acts according to the feedback provided by the consumers.
The benefit of a “Customer Effort Score (CES)” is that it provides a better experience to the consumers by providing a comfortable solution to the consumers. The challenge faced by this model is it focuses on a single aspect and works in it rather than providing a better overall experience.
The benefits of the “Customer Churn Rate” are that it provides an analysis of the new consumers as well as the retention of old consumers. This process helps in analysing as well as improvement of product quality according to consumer satisfaction. The challenge regarding churn rate is it casts a negative impact on business investment.
Apple must use a “satisfaction Survey (CSAT) and Customer Effort Score (CES)” for improving the service MacBook. It takes ample time to provide a better service in its products which may hamper the work of consumers. It takes nearly 6-8 business days for repairing every small aspect of a product. The CES must be used for new consumers who sift from windows to MacBook as they face a lot of difficulties while operating.
CX processes in different industries
The five critical success factors are as follows strategic focus, operation, people, finance and marketing. These are the major key factors that lead to consumer experience providing effective support to the consumers.
The strategic focus needs to be implemented by providing a feedback form to the consumers to analyse the survey of the consumer’s needs. It also provides a competitive and sustainable advantage in the marketing process. It develops beter business strategies with the help of professionals for improving the supply chain economy and satisfying the need of the consumers (Moktadir et al. 2020). it inspires the realistic vision of the organisation.
Operation is one of the major for supporting the products with effective technologies and providing simple operating technologies to the consumer. The staff must maintain the operation set by the profession and that must guide the consumers for a beter experience. The “building informational modelling technology” must be implemented for better consumer technology (Chegu Badrinath and Hsieh, 2019). This help in delivering a beter internal policy to the consumers.
According to Zhang et al. (2020), people include social information regarding funding by the crowd by increasing popularity and grabbing attention through the use of big data analysis. People are the major aspects of product development and management as they provide a better influence in product development as well as a talented staff for a better consumer experience. This includes providing effective support to the employees regarding rewards adn other aspects that influence the employees to work better.
Financial success factors include assets facilities and equipment. A business must be conducted with an effective financial business process. The financial data must contain the pricing of products in comparative data to provide a better comparison to the consumers. This process provides an effective structure of success factors by acknowledging every aspect of an organisation.(Epizitone and Olugbara, 2019) This is the main process of generating a profit and developing a better process for the employees and price strategies for consumers.
Marketing is the major aspect of fulfilling the needs of the consumers as it deals with sales overall responsiveness and consumer relation. the company must value and monitor the needs of the consumers, feedback and consumer satisfaction. It has a long-term effect long business values. E-marketing and various marketing process have a beter impact on consumer satisfaction (Chong et al. 2018). This also provides the need of consumers that need to be fulfilled.
Apple creates value for consumers by magnifying the look of the product and providing a better feel of the product. It also gives an excellent buying experience to consumers and gains cult loyalty from the consumers. On the other hand, the other organization does not provide a special feeling for their products to the consumers. Other organisation does not provide a feeling of great experience on buying their products. Many consumers change their products and sift to different brands whereas apple consumers are loyal to their brand as they get effective support from their products and services.
Conclusion
Apple is providing an effective product to consumers especially the MacBook has a huge influence on consumers. Apple provides an effective service to their consumer and provides the best quality product to the consumer. It uses effective marketing strategies for the development of sales and provides an effective segmentation process for the analysis of the market. It provides proper support to the consumer by following the “Net Promoter Score (NPS)” as this process helps in better analysis for the new entering consumers by the old consumers. It uses critical success factors for the porpoer development of the organisation in terms of better consumer experience. Apple has an effective marketing strategy that influences consumers in buying the latest product with new features.
References
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