BIZ104: Customer Experience Management- Reflective Essay Assignment Help

Internal Code: MAS7114

Reflective Essay Assignment Help:

Task: Learning Outcomes a) Compare and contrast the emerging concepts an practices that underpin the customer experience b) Apply the influence of perception to the customer experience of service delivery Context: This assessment aim is to develop your understanding of the significance of the customer experience relative to business strategy and success. You will consider the concepts surrounding what generating a good customer experience entails and the importance of understanding the customer perspective. The aim of essay isto apply CEM conceptsin explaining what made one a poor experience and the other a positive one. Topics to be covered in the essay 1. Brief introduction: Provide a brief introduction to each component of your selection, and a brief explanation of your service experience withboth. 2. Body: i. Proto-persona diagram (poor experience component): Use Proto-persona profiles to illustrate yourself relative to the component with poor experience ii. Identify the 2 most significant “pain” points during this entire process and apply at least 2 key CEM concepts in discussing why this experience was poor. iii. Proto-persona diagram (positive experience organisation): Use Proto-persona profiles to illustrate yourself relative to the component with positive experience iv. Discussion of 2 touch and pain points (positive) and application of at least2 CEM concepts : Identify the 2 most significant “pain” points during this entire process and apply at least 2 key CEM concepts in discussing why this experience was positive. 3. Compare and contrast the two experiences to explain why one experience is better than the other. 4. Brief conclusion *The 1000 word count applies only to the written discussion (intro, body and conclusion) and does not apply to the information diagrammed in the proto-personas.