BIZ104 Customer Experience Management Assessment Customer Experience Strategy: Research Outcomes Individual/Group Group Report (2 – 3 Members) Length 580 words (+/- 10%) My Part Learning Outcomes a)...

Customer Experience Management (CEM)
Customer experience is primary priority for not only survival of the business but also for its growth. If Surf Dive n ski concentrate their focus on customer experience then they will be able to minimise the churn and enhance their revenue which results in higher profits. Customer experience can influence all aspects of the business since it can not only enhance the sales and profits but also helps in establishing a strong brand. Customer experience (CX) implies to all the interactions customer has with Surf Dive n ski both post-sale and pre-sale. The customer experience strategy can be explained as actionable plans in place to deliver a meaningful, positive and exclusive experience across all the interactions (Hemsley, 2016).
For instance, this survey can be considered as a strong to gauge customer feedback that can help the business of Surf Dive n Ski understand the gap and comprehend ways to fill these gaps in order to deliver seamless customer service to the existing as well as potential clients. As per the survey conducted, it had 10 well-researched and precise question that can provide strong insights about customer interaction with the brand as well as how customers would rate their experience with the organisation. Differentiation can be garnered in the customer service as this survey help us to identify crucial touchpoints that can impact the overall experience of the customers. Therefore, it is highly important that the customer representatives is agile and collaborative while dealing with the real life problems (Reichheld,...