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Understand client customers

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Reference no: EM133259382

Use this week to think about what information you would collect and use to understand your client's customers. We have skipped over the Strategy discipline for now as it will be easier to write about a Strategy when you know more about the Customer Insight, Design & Delivery, and Measurement disciplines.

Here are some questions that you can use to guide your writing for section 3 of your written report (PART B of the Term Project), Customer Understanding - enlightenment through Insights and Comprehension

Have you identified a current failure that the company could work on in Customer Experience?

Does your client have any service gaps? Can they be linked to any of the 5 gaps in customer service? How could you collect more information about it? Does this give you any ideas for how to respond to those gaps?

Can you use any of the six research practices for gaining customer perception understanding?

How can you incorporate the Closed Loop Process into your work with this client?

Reference no: EM133259382

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