Samsung Mobiles

Table of Contents Executive Summary…………………………………………………………………..3 Introduction……………………………………………………………………………………3 The CX Concept……………………………………………………………………………4 The importance of CX in the case of Samsung mobile phones……………………………………………………………………………………………….5 Consumer Persona Creation…………………………………………………..8 The role of consumer persona in developing effective CX strategy……………………………………………………………………………………………….9 Identification of Key Consumer Persona……………………………10 Mapping the Customer Journey…………………………………………….13 Importance of the Customer Journey to CX Strategy….15 Omnichannel Marketing……………………………………………………………19 Role of Interaction…

Read more →