Subject Code : BIZ104
Assessment Task:
BIZ104 Customer Experience Management: Research Outcomes Management Report Writing  Assessment Answer

 

Learning Outcomes

a) Compare and contrast the emerging concepts and practices that shape the customer experience.

b) Explore customer differentiation in service delivery and identify customer’s critical touchpoints that influence an organisation’s customer experience strategy

c) Research a customer problem and develop an appropriate customer experience

d) Develop and communicate a customer experience strategy

e) Analyse and apply tools to monitor and evaluate a customer experience strategy

 

Instructions

You are to take the role of consultant for your selected organisation and prepare a report to persuade the management staff to adopt a better approach to managing their costumers’ experience(s).

 

This assessment involves the following activities:

1. Introduce briefly the organisation you have chosen: the industry it competes in, its background, its service offering and your research objective to improve the customer experience.

 2. Describe and discuss your primary research method for your online survey i.e. its planning, design, how you recruited your participants for your online survey and implementation. (You will need to have at least 10 completed customer surveys).

3. Describe and discuss at least 3 secondary research methods carried out (i.e. academic journal articles, book chapters, business reports, organisation’s website social media reviews).

4. Apply CEM concepts to identify the challenges and opportunities for achieving a customer experience that is in line with the organisation’s strategic objectives.

5. Identify and differentiate 2 customer segments from research undertaken using personas to illustrate and communicate their unique customer perspectives

6. Take the Voice of the Customer (VOC) and customer feedback obtained from primary and secondary research into account in forming the customer experience strategy.

7. Connect customer experience maps and alignment diagrams with a business value proposition for the 2 customer segments identified above.

8. Write a conclusion summarising how your CEM strategy will offer a better service to your organisation’s customers.

9. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and if applicable screenshots of current social media reviews.

 

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  • Uploaded By : Mitchell Lee
  • Posted on : November 21st, 2018

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