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Customer centric strategy analysis

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Reference no: EM133088874

Presentation - Customer Centric Strategy ANALYSIS

Students are required to analyse the Customer Centric Strategy of a Company like Amazon, Hilton, Netflix, Zappos

What type of research the THE COMPANY is doing to know the customer?

What type of customer relationship they want to achieve?

What is the Job to be done by THE COMPANY client/customer, what do they try to achieve when buying THE COMPANY products?

Describe in detail THE COMPANY's customer Journey? How the customers interact with THE COMPANY product/service? How the customer interact with people within the company/ With digital interfaces? What are the worst moments/Pain Points of the journey?

Explain the things the customer find unpleasant. What are the pleasant moments/Gain Points of the journey? Explain the things that the customer likes/ enjoys/ engage with.

What is the most important for THE COMPANY's client? What is the most important for THE COMPANY?

What is the value proposition that matches with the customer needs? Can they achieve the same result through other services/products?

Explain THE COMPANY's Customer Centric strategy and the main tactics (actions) implemented in the past 5 years. Has this strategy changed from the past?

What are the key success factors for THE COMPANY Strategy?

What type of customer experience is offered by THE COMPANY?

Is the Customer Centric Strategy a competitive advantage for THE COMPANY? Why?

Reference no: EM133088874

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