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A STUDY ON CUSTOMER EXPERIENCE AND JOURNEY MAPPING IN JSP HONDA SHOWROOM

 

Authors: P Naveen Kumar. Dr elaiyaraja

 

ABSTRACT

In today's competitive market, understanding and optimizing the customer journey is paramount for businesses to thrive. This study delves into the realm of customer experience (CX) and journey mapping, aiming to uncover insights and strategies to enhance customer satisfaction and loyalty. Through a systematic review of literature, this research explores the theoretical foundations and practical applications of customer journey mapping acrossvarious industries. It examines the significance of CX in shaping consumer behavior and brand perception, emphasizing the need for businesses to adopt customer-centric approaches. Furthermore, the study conducts empirical research involving surveys, interviews, and data analysis to gain first hand insights into customer perceptions, pain points, and preferences throughout their journey. By mapping the customer journey, from initial awareness to post- purchase interactions, key touch points and moments of truth are identified, providing valuable insights into areas for improvement and innovation. The findings of this study highlight the multifaceted nature of the customer journey, influenced by factors such as demographics, psychographics, and evolving market trends. It underscores the importance of personalized experiences, seamless interactions, and proactive engagement in fostering customer loyalty and advocacy. Based on the research outcomes, practical recommendations and strategies are proposed for businesses to enhance their CX initiatives. These include leveraging technology for real-time feedback and personalization, empowering frontline employees to deliver exceptional service, and continuously iterating and optimizing the customer journey based on feedback and analytics. Ultimately, this study contributes to the body of knowledge surrounding CX and journey mapping, offering actionable insights and best practices for businesses to create memorable and meaningful experiences that drive customer satisfaction, loyalty, and long-term success.

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