Develop an appropriate customer experience

Assignment Help Management Theories

Reference no: EM132281621 , Length: word count:900

Customer Experience Management Assessment - Customer Experience Strategy: Research Outcomes

Learning Outcomes -

Explore customer differentiation in service delivery and identify customer's critical touchpoints that influence an organisation's customer experience strategy.
Research a customer problem and develop an appropriate customer experience.
Develop and communicate a customer experience strategy.
Analyse and apply tools to monitor and evaluate a customer experience strategy.

This assessment task is designed for you to apply your knowledge and understanding of the key concepts that shape the customer experience. You are required to conceptualize customers interacting with a product or service across several touch points such as in-store, website, mobile, social media and e-mail. You are also required to use research skills to highlight a customer problem for your chosen organisation. This assessment task provides you with an insight into an activity that maybe part of your job roles in the future.

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. Identify the research objective to improve customer experience for selected organisation.

2. Conduct research on your selected organisation, i.e. its industry and its target customers, through primary and secondary research.

a. Plan and design your primary research, an online survey.

b. Consider how you will recruit your interviewees and conduct the survey accordingly (You will need to have at least 10 completed customer surveys).

c. Conduct your secondary research, particularly in available social media reviews of your selected organisation and relevant resources (i.e. academic journal articles, book chapters, business reports, organisation's website).

d. Document your secondary research observations by saving screen shots of social media reviews (at least 3) and keeping a reference list of the resources consulted (to be included in your reference list).

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

a. Describe and discuss your primary research method: its planning, design and implementation.

b. Describe your secondary research method.

c. Summarise the results of your research.

d. Apply CEM concepts to identify the main service experience problem of the product or service of your organisation.

e. Support your outcomes with academic literature covered in modules 1, 2 and 3.

4. Write a conclusion (approximately 125 words).

Note - Follow the APA 6th edition style of referencing. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and the screen shots of at least 3 current social media reviews. The resources consulted and used from your secondary research on your organisation must be listed in the reference list.

Reference no: EM132281621

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Reviews

len2281621

4/12/2019 9:37:56 PM

Individual Report: Length – 900 words. Follow the APA 6th edition style of referencing to cite your academic resources and provide your reference list. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and the screen shots of at least 3 current social media reviews. The resources consulted and used from your secondary research on your organisation must be listed in the reference list.

len2281621

4/12/2019 9:37:52 PM

Submission Instructions - Submit your Costumer Experience Strategy: Research Outcomes via the Assessment link in the main navigation menu in BIZ104 Costumer Experience Management by the due date. The learning facilitator will provide feedback via the Grade Centre in the LMS portal. Feedback can be viewed in My Grades. The Learning Rubric below is your guide to how your assessment task will be marked. Please be sure to check this rubric very carefully before submission.

len2281621

4/12/2019 9:37:45 PM

Rubric: Research methods and outcomes 35% - The online survey has been expertly planned, designed and implemented. The reported research outcomes demonstrate a conscientious implementation of appropriate and comprehensive questioning techniques. Primary and secondary research methods have been described and discussed accurately and expertly. The research results summary covers all key elements clearly and thoroughly.

len2281621

4/12/2019 9:37:39 PM

Application of CEM concepts to analysis of customer experience 25% - The research objectives has been expertly identified. CEM concepts have been critically and consciously applied to identify the challenges and opportunities of the organisation in its customer experience service. These have been discussed critically and in-depth, as well as related expertly to the research objective. Text demonstrates a critical and meticulous use of the sourced material from documented secondary research observations and academic literature to support ideas.

len2281621

4/12/2019 9:37:34 PM

Conclusion 15% - Text shows evidence of a thorough and sophisticated conclusion of ideas. Conclusion discusses key points of the analysis and expands beyond key findings. Structure and flow of ideas 15% - Text is expertly presented; descriptive, concise and informative, exceptionally developed and well supported by evidence. Text has an excellent structure, with a strong, clear flow of ideas; engages and sustains the audience’s interest in the topic and the reader can immediately grasp the relevancy. Line of reasoning is excellent; demonstrating a clear, logical flow of ideas and arguments that are easy to follow. Correct citation of key resources and evidence 10% - Demonstrates use of high-quality, credible and relevant resources to support and develop arguments and position statements. Shows evidence of wide scope for sourcing evidence. Incorporates in-text and citations references from suitable sources; all referenced material is included in the reference list; uses APA 6th style, containing no errors.

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