Importance of cx in context of samsung mobile phones

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Reference no: EM133319243 , Length: 1 Pages

Assignment:

Introduction

The goal of this report is to give the company's board of directors an overview of Samsung's CX strategy in India. The Indian market is an important part of Samsung's growth strategy in order to maximise revenue creation. In general, this report will discuss the importance of CX in the context of Samsung mobile phones and will create a Samsung customer persona.

On the bases of this introduction answer the following questions

Make a CX vision statement for Samsung India--Customer at the centre of the statement

Simple to understand and remember
Aspirations not too high or too low
Applicable to all employees
Aligned with mission, vision, brand promise and personality.

2. Identify the problem/opportunity that needs to be addressed. Customer issue (not employee, competitor, partner issue)

3. Choose a target and journey that you will focus on

4. Conduct CX research for Samsung--

Description of methodology provided
Discussion guide provided
Research summary provided (1-page)

5. Provide CX improvement recommendations---Succinct & actionable recommendations made

Recommendations logically flow from the research/persona/journey
Address objectives

6. Create a measurement plan--How will success be measured?

Create a scorecard which identifies the KPIs to be tracked

Reference no: EM133319243

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