Research On Improvement Of HHL Education's Customer Experience Management

With the rapid development of China's economy,social products and services are extremely rich.Today,as products and services are becoming increasingly homogenized,consumers are not only using products and services,but also focusing on physical and mental experience and feelings.Thus,experience economy has become a powerful means for companies to seize customers and expand the market.The customer's experience of a company directly affects customers' consumption choices.Nowadays,with the increasing number of preschool education companies and increasingly fierce competition,the services of the early education institutions are highly homogenized.It is necessary to improve the customer experience in order to increase the market share of the company.For this reason,this paper takes HHL education company as an example to deeply analyze the problems and causes of the company's Customer Experience Management(CEM)and propose improvement strategies.In this paper,part of domestic and foreign literature related to customer experience management research is summarized.Based on the related theories of customer experience management and customer participation,this paper investigates the customer experience management model and existing problems in the form of interviews and questionnaires.And problems are found: inaccurate identification of customer experience needs,low parental participation,imperfect front-end contact,and no customer experience feedback mechanism.In response to these problems,this paper proposes four improvement measures: focusing on customers,establishing a customer participation management participation mechanism,comprehensively improving service quality,and establishing a feedback mechanism for continuous improvement of customer experience.At last,this paper puts forward two major guarantee strategies: improving the executive ability and paying attention to customer experience feedback.In this paper,relevant theories and tools are used to fully explore the customer experience needs of HHL education company.At the same time,finding the current problems and giving specific measures to improve the customer experience is not only a supplement to the customer experience management in the preschool education field,but also of great significance for HHL education companies to gain industry competitive advantage.The shortcoming of this paper is that it may not be comprehensive enough to explore customer experience requirements and analyze customer experience management problems,and this requires continuous exploration.