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CUSTOMER EXPERIENCE MANAGEMENT

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CUSTOMER EXPERIENCE MANAGEMENT

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CUSTOMER EXPERIENCE MANAGEMENT

The study will focus on the management of the customers. It will provide the report of the review of the customers. In order to analyse the report, the venture, David Jones has been chosen. It is the retail industry. The name of founder of David Jones is David Jones. I would provide the strategy of holding the number 1 position in the market. It will also emphasise on the managing system of the customers as they feel satisfied using the service of the venture. The positive impact of the customers helps the venture to hold their reputation in the contemporary market.
 
Introduction
Positive experience of the customers helps to bring success for venture in the competitive market. Therefore, the management of customer experience is the important matter for holding the reputation in the contemporary market. In order to analyse the report, the venture, David Jones has been chosen. It is the retail industry. The name of founder of David Jones is David Jones. They offer the products like cosmetics, cloths, home wares and many others. Their revenue is around AUD 170 million as per the report of 2016 (shop.davidjones.com.au, 2017). The competitors of the David Jones are Myer and Woolworths. Hence, the motto of David Jones 
Dissatisfied customer:
Customer interview:
Three sections of customers of David Jones such as satisfied, dissatisfied and neutral, are interviewed with five open-ended questions on their experience regarding shopping from David Jones.
Q1. Do you have good experience with David Jones?
According to the satisfied customers, they chose David Jones due to its reliable service and sooner delivery service. As stated by (0, delivery service and post delivery services are two vital points which make the customer decide whether why would stick to the existing company or would choose another alternative. In the viewpoint of satisfactory customers, behavior and approach of customer relationship managers of David Jones are highly appreciative and well organized. Their clothes such as women garments, men's garments, and sports shoes are highly comfortable and user-friendly. On the contrary, unsatisfied customer faced severe unsupportive and harsh behavior of customer relationship executives and managers. They face poor communication service with managers and delayed delivery. Neutral customers do not make any answer regarding the service.
Q 2. DO you think that service of David Jones is one of the high-quality services?
Satisfied customers have mentioned that services of the company are definitely a high-quality service, which deals with customer satisfaction and customer needs. They stated that managers and staffs are supportive of this company and their post delivery service is equally strong which the main reason for choosing this company is. The process of communicating with customer relationship manager is highly user-friendly which can make customer's ability to solve their any type of queries. Furthermore, they also stated that there is a high level of coordination among all the staffs of David Jones, which makes the customer, forms the trustworthy relationship with them. On the contrary, unsatisfied customer makes a negative statement regarding the aspects. According to them, after delivery of any product customer relationship executive’s s do not pick up the phones of customers and they do not even talk to them politely. In many cases, they stated that the product sent by the company is different from was represented in an online shopping site. Neutral customers cannot make any type of valuable comments.
Q3. Are there any needs of communication management among staffs of David Jones to maintain proper customer care service?
Satisfied customer stated that David Jones is one of the reputed and high-value retail organizations in Australia, which is known for its customer support product quality and service quality. According to the service quality, improvement is important for all organization for better service delivery and combat rival challenges. As per unsatisfied customers, David Jones definitely need better communication management system, which would make staffs to manage a large number of customers and to make better post-delivery service.  Furthermore, they stated that customer relationship manager should know how to communicate with customers with showing polite and supportive approach.
Q 4. What is your experience regarding behavior and service of David Jones staffs:
A satisfied customer is happy with the service made by customer care staffs of David Jones. According to the staff are supportive and provide proper respect and assistance to customers. Furthermore, these customers stated that staff of David Jones is helpful to solve any type of queries of customers at any time. Whereas according to unsatisfactory customers staffs are unsupportive, they event not know how to behave with a customer. They should respect and valued customers decisions and ideas. According to these customers, staffs to communicate with a customer after a product are delivered even if the customers face some problems regarding the product.
Q5. Do you face any negative experiences regarding service of David Jones?
As stated by satisfactory customers, they do not face any negative experience. Staffs are always friendly and supportive to them and assist them in each step of shopping. On the contrary, dissatisfied customers face experience of negative approach, unsupportive attitudes and harsh behavior of staffs of David Jones. Neutral customers cannot make any type of valuable 
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