Reference no: EM132300012 , Length: word count:1100
Customer Experience Management Assignment - Customer Experience Strategy: Analysis Report
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 touch-points 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.
Context - Customer experience is the perception of an organisation' experience in the eyes of the customer. Building a customer experience strategy to improve customer experiences is important to strengthen and build long term customer relationships and align the organisation with the needs of the customer.
In this assessment task, you will apply your acquired knowledge to create a unified customer experience strategy. To do this, you will build on assessment to analyse and communicate how your chosen organisation will manage customer experience(s) towards achieving customer loyalty.
Your aim is to illustrate and communicate a CEM strategy proposing a better service offering. Using experience mapping tools, the report should account for how the CEM strategy provides the organisation with a competitive advantage. This assessment task provides you with an insight into an activity that maybe part of your job role in the future.
Instructions -
You are to continue with the role of consultant for your selected organisation as in Assessment - Customer Experience Strategy: Research Outcomes. To complete this assessment task, you need to prepare a report to persuade the management staff of your chosen organisation of a better approach to managing their customers' experience(s).
This assessment involves the following activities:
1. Introduce briefly the organisation you have chosen: the industry it competes in, its background and its service offering. Consider and implement the feedback received from assessment.
2. Identify and differentiate 2 customer segments (from research undertaken for assessment) using personas to illustrate and communicate their unique customer perspectives.
3. Take the Voice of the Customer (VOC) and customer feedback obtained from primary and secondary research (in assessment) into account in forming the customer experience strategy.
4. Connect customer experience maps and alignment diagrams with a business value proposition for the 2 customer segments identified above.
5. Highlight briefly, how your CCM strategy will offer a better service to your organisation's customers.
6. Write a conclusion.
7. Follow APA 6th edition style of referencing to cite your academic resources and provide a reference list.
Attachment:- Assignment File.rar
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