BIZ104: Customer Experience Management- CEM Strategy Report- Report Writing Assignment Help

Internal Code: 1HCDI

Report Writing Assignment Help:

Task: This assessment aims to apply your learning throughout the term towards a unified customer experience management strategy report. The goal isto research, analyse and communicate how the chosen organisation fromassessment 2 will manage customer experience(s) towards achieving a particular brand perception and customer loyalty. Your aim is to illustrate and communicate a CEM strategy accounting for service gaps in the present situation and proposinga better service offering. Using experience mapping tools and applying experience management methodologies, thepresentation should account for how the CEM strategy provides the organisation with a competitive advantage. Taking the role of consultants, you aim to persuade an audience of management staff within the chosen organization from assessment 2 of a better approach to managing their customers’ experience(s). Instructions: Applying conceptsthroughout the term, groups will outline a CEM strategy that –

• Introduces the company background and industry
• Identifies and differentiates 3 customer segments and profiles (with personas)
• Connects customer experience maps with an updated business value proposition for each segment or customer profile
• Takes the Voice of the Customer (VOC) and customer feedback obtained from research into account in forming the experience strategy
• Applies the IDIC model towards achieving loyal customerrelationships
• Presentsthe value proposition for each segment.
• Maps the current experience and journey mapsfor each ofthe 3 customer profiles.
• Illustratesthe currentstate ofthe customer experience and where the challenges and opportunitiesforimprovement are.
• Explains how your recommended customer experience strategy contributes towards an intended brand perception
• Explains how the customer experience will be measured andevaluate
• Proposesimproved service offerings by applying best practice CEM concepts covered through the term, data gathered from Voice of the Customer (VOC), interview, survey and other field researchtools.
• Documents steps towards forming a customer centricorganization

You are expected to apply such concepts as:

• IDIC model,
• Customer Touch-points,
• Moments of Truth,
• Brand experience,

Value Proposition Illustration toolsinclude:

• Customer personas,
• Alignment diagrams (Experience maps, customer journey maps, service blueprints, mental model diagrams),
• strategy maps,
• strategy canvas
• value proposition canvas