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Discuss at least 3 secondary research methods carried out

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Reference no: EM132595420

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. itsplanning, 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.

Reference no: EM132595420

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