In this assessment task, you will apply your acquired knowledge to create a unified customer experience strategy. To do this, you will build on assessment 2 to analyse and communicate how your chosen...

Running Head: CUSTOMER EXPERIENCE MANAGEMENT    1
CUSTOMER EXPERIENCE MANAGEMENT          2
BIZ104 CUSTOMER EXPERIENCE MANAGEMENT
CUSTOMER EXPERIENCE STRATEGY: ANALYSIS
Table of Contents
Introduction    3
Two Identified Customer Segment from Assignment 2    3
Personal 1: Daniel Morris (Quality Centric Customers)    3
Persona 2: Store Staff Behaviour Centric Customers    4
Forming Customer Experience Strategy    5
Customer Experience Map    6
Persona 1 (Daniel Morris)    6
Persona 2 (Stacy Adams)    7
CEM Strategy for Better Customer Service at Woolworths    7
Conclusion    8
References    9
Introduction
    In the given report, Woolworths, which is a leading retail of Australia, has been chosen as the organisation in focus. Woolworths was founded in 1924 and the company has remained active in business in Australia and New land as a retail giant, gaining the second spot in terms of earning revenue from the market. The company operates with a taskforce of 200,000, service 29 million people at 3000 store (Woolworths Group, 2019). The retail industry of Australia, despite its sound economy has not been very nurturing for the retail industry, as the international players have disrupted the market and has forced many local and small-scale retails to go out of business. Therefore, the existing companies in the retail sector are aiming to understand the customer feedback based service providing to sustain in the business, which the current report describes.
Two Identified Customer Segment from Assignment 2
Personal 1: Daniel Morris (Quality Centric Customers)
    Based on the findings of Assignment 2, firstly there is the quality-focused customer segment. As mentioned by Azam and Gupta (2018), the customers who prefer quality, does not consider the budget pricing norms or package offering or bulk buying, instead they focus on quality consistency, longevity of theproduct and the value derived from services.
    
    Details
Name: Daniel Morris
Age: 52 years
Occupation: High School Football Coach
Marital Status: Un-married
Family: Lives Alone
    Needs
It is worth the mention that Daniel would not be attracted to products that only offer value for money, budget pricing, combo packages and high promotional designs as he looks for quality products for health reasons.
    Behaviour
Daniel has a mindset for quality product, would visit the retail store like Woolworths twice a week, to buy groceries of highest qualities. Daniel would roam about the fruit juice stalls of the retail store, pick up every item and check the manufacturing date, the nutritional values and the approval of Standards Australia for finalising the pick.
Persona 2: Store Staff Behaviour Centric Customers
    Based on the data findings of Assignment 2, it is observed that a significant section of customer visiting Woolworths base their product purchase on the behaviour they receive from the employees working at the retail stores. As opined by Veer, Pawar and Kolte (2018), the customers...