Customer Experience Management: Pandora Company
- Introduction
Pandora is one of the biggest countries in the globe that deals with jewellery items. It has therefore attained a global competitive advantage, having been established stores in more than 100 nations. It was initially incorporated thirty-eight years ago, in 1982. Thus the company has established itself well in the market. There are several products that the company offers. One of the remarkable items is the Charm bracelet. It is the best-selling product of the firm. The company’s production site is in Thailand although there are more than 7,800 stores in the globe where the sales of the Company are made. It is a Danish company with the most valuable items. Other brands that the company offers besides Charm Bracelet is the designer rings, watches as well as necklaces. These are among the items that are highly consumed especially by the young population in the market. Thus the performance of the company is usually high as per the financial reports given by the management. The competitive brands of the Company have ensured customer loyalty which may be attributed to its consistency in availing the products in the global market.
- Primary Research Method
The primary method that has been employed in this research method is the interview. Interviews can be done one on one or rather through online. If done online, interviewer prepares questions and conducts respondents from far. It may also be conducted through the phone where the respondent is expected to answer the questions made by the interviewer. The central theme of the interview is usually observation through which the analysis of the data collected can be made. The data collected should however not be biased at the moment individual respondent is being interviewed.
Planning the Research
Planning the research about Customer Experience Management of Pandora requires preparations. The planning entails the methods that should be utilized in the collection of data. Both face to face interview and interviews through phone will be employed. In case of face to face interview, data may be collected through video recording, sound recording and even through writing. However, if at all voice and video are to be recorded in an interview, it should happen with the consent of the respondent.
Designing the Online survey
The designing of the interview for this particular study entails preparation of the essential questions that requires validation at the end of the study. The population of this study is likely to be too huge since the company operates in more than 100 countries. Besides, the quantitative data to be collected shall be restricted to the aspects of customer experience. Statistical analysis at the end of the study the answers which are remarkable and vital. However, this does not encourage the conclusion of the data collected before it is sampled.
Recruitment of the Participants and implementation
Most of the respondents shall be interviewed away from the respondent thus phone can be the best method of interviewing the individual respondents. Besides, the respondents who can be accessed shall be conducted through face to face interview. The recruitment of the respondents to be interviewed is restricted to the individuals who have had a customer experience with Pandora Company. The population shall be sampled to a group of 10 participants. Out of the 10, on respondent shall be chosen as the representative of the others. This is usually done to ensure that the research process is simplified since the whole population cannot be interviewed.
- Secondary Research Methods
Other three secondary methods can be utilized in line with the interview to make this study a success. They include;
Organization’s websites: there is share information about customer experience that can be retrieved from the business websites of Pandora.
Social media reviews: the media reviews can be accessed from Twitter, Facebook and even in Instagram. Some customers who have had their experience with Pandora brands can be accessed through the information shared.
Academic journals: this is the last secondary research method that can be employed in the study. The articles written by scholars initially can give some of the useful information on Pandora Customer Experience.
- Application of Customer Experience Management Concepts
Opportunities of Attaining CEM in regard to Pandora Goals
When Pandora realizes the best customer experience, it is likely to enhance its competitive advantage. This is usually the desire of every organization. When this is realized, it is then possible to increase the productivity of the firm hence the returns.
Challenges in Attaining CEM in Regard to Pandora Goals
There are several direct competitors of Pandora. The already existing competition in the market is likely to intensify. This may impact the performance of the company negatively. However, this may not be a threat in enhancing the customer experience. The Company should aim at improving its competitive edge and this will lead to customer loyalty.
References
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Williams, I., Harlock, J., Robert, G., Mannion, R., Brearley, S., & Hall, K. (2017). Decommissioning health care: identifying best practice through primary and secondary research–a prospective mixed-methods study.
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Iliffe, L. L., & Thompson, A. R. (2019). Investigating the beneficial experiences of online peer support for those affected by alopecia: an interpretative phenomenological analysis using online interviews. British Journal of Dermatology, 181(5), 992-998.
