BIZ104 - Customer Experience - Report Writing - Management Assignment Help

Assignment Task

Learning Outcomes The Subject Learning Outcomes demonstrated by successful completion of the task below include:
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 touchpoints 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

Task Summary
As a group work together to research an organisation’s current customer experience. To do this, you will, develop an online survey on how customers interact with the organisation’s product or service across several touch points such as in-store, website, mobile, app, social media and e-mail. You will then explain the current customer experience for the organisation using customer feedback from your online survey and secondary research. As part of this you will identify and differentiate 2 customer segments. You will also apply CEM concepts and theories to help identify challenges and opportunities for the organisation.

Task Instructions
As a group and assuming the role of the CEM Manager for your selected organisation, you are to prepare a group report to senior management on the findings and evaluation of your research survey and analysis concerning the organisation’s current customer experience. Choose an organisation / business that is:
• Of a reasonable size (30 or more employees)
• Has a store or sell their products through other retailers or via online sales
• Has a website
• Uses social media to advertise / communicate with customers
• Uses other communication elements – mobile, app / email

Look for an organisation that has a number of touch points to help you develop a customer journey.

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