Customer Journey Map for the Purchase Management Assignment Help

Assignment Task

Task

2. Use the Simplified Customer Journey Map template to create a Customer Journey Map for the purchase. In your Customer Journey Map: (attached)
Briefly elaborate on goals, actions, thoughts and feeling corresponding with your experiences during the pre-sale (touching on awareness and consideration), sale (touching on selection and purchase) and post-purchase stages (touching on satisfaction, loyalty and advocacy).
Assess your experiences at each stage ranging from great to negative. Note your reasons.
3. Next, create a Consumer Diary by chronicling the purchase. Address these points in your Consumer Diary (example attached):
Note your perception of the retailer and of the service and/or product offered. Use the theory on perception to frame your discussion.
What influenced your decision-making process? Consider your needs, motivation, and personality coupled with the theoretical model on decision-making.
Did any external factors (i.e. family, social pressure, culture, stimuli (advertising, etc.), word-of-mouth, country-of-origin) play a role in your decision-making?
4. Elaborate on the ‘Moments of Truth’ with accompanying emotions (i.e. WOW moments/Pleasure points, Pain Points, and Equity Points) occurring in your Customer Journey.
Required reading: Moving the customer experience field forward: Introducing the touchpoints, context, qualities (TCQ) nomenclature (De Keyser et al. 2020). (attached)
Where does the retailer need to fix or remove touchpoints to improve the CX based on these ‘Moments of Truth’? Incorporate De Keyser et al.'s (2020) ideas on CX Audit, proposing specific actions to eliminate existing Pain Points (see Step 4 in CX Audit).
Similarly, consider the CX Innovation and Design Steps outlined by De Keyser et al. (2020) and discuss which step/s may improve and elevate future CX to a new level, answering the following questions:
What qualities are customers like you looking for/expecting at the various touchpoints in the consumer journey?
What contextual data can and/or should be collected to enhance touchpoints so that they allow specific qualities to occur?
What are the most likely opportunities to innovate and differentiate CX?
5. Considering the above in relation to your purchase, make recommendations that you believe would increase consumer satisfaction, and loyalty. Base your recommendations on your analysis above, and on the consumer behaviour literature, and ensure that your recommendations are ethical.
Requirements
You will need to upload and submit two items as part of this assessment:
1. Completed Simplified Customer Journey Map (attached) for the purchase (submit as a PDF file). This is not included in the word count for this assessment.
2. Written report (submit as a Word .docx file). The required word length for this report is 3000 words (plus 10% tolerance). In terms of structure, presentation and style, you are normally required to use:
AIB standard report format. For this assessment, an executive summary and conclusion section are not required.
AIB-preferred Microsoft Word settings.
Use author-date style referencing (which includes in-text citations and a reference list). These requirements are listed in the AIB Style Guide.
Required number of relevant references from different sources: 6–12 (for MBA assessments).
All references must be from credible sources such as books, industry-related journals, magazines, company documents and recent academic articles.
As a first step, please consider these three videos:https://www.linkedin.com/learning/creating-a-positive-customer-experience/mapping-your-journey?u=67554034https://www.linkedin.com/learning/creating-a-positive-customer-experience/challenge-mapping-from-a-customer-s-perspective?u=67554034https://www.linkedin.com/learning/creating-a-positive-customer-experience/solution-mapping-from-a-customer-s-perspective?u=67554034These three videos walk you through the customer journey map template that has been provided for you to complete, in terms of your goals, thoughts and actions through the consideration and purchase stages (at a basic level).Goals: These are what you want to achieve at that specific point in time.For instance, my goal, during the awareness phase, might be that I want a new smart TV.Consideration phase is when I start considering a few brands (I would be considering the known brands here).Selection is when I weigh the pros and cons of the different brands that I have considered.Similarly, actions would be what I do in order to achieve the goals that I have.Awareness: What did I do when I wanted to buy a new smart TV?Consideration: What did do in order to consider the set of brands that I knew (finalising on a few prospective brands)?Selection: What did I do to compare the different brands that I considered?Feelings are all the emotions that I felt when I went through the different phases of awareness, consideration to selection. 
For instance, I might have felt excited at the prospect of buying a new TV, I might have felt disappointed at the options that I had, I might have been surprised at the functionalities of the choices that were on offer, or I might have thought certain functionalities were unnecessary for me, or I might have been delighted at the customer service or ambience and so on . . .You could complete the CJM even as you complete the consumer diary on how you went about buying the product in question. The consumer diary is purely descriptive (all the actions that you took and what you encountered in the form of inputs, processing and output), while the customer journey map is a refinement of the customer diary through the different phases of pre-sale, sale and being a customer (X-Axis in the map) with reflections on your goals, actions and thoughts / feelings (Y-Axis in the map).
 

This Management Assignment has been solved by our Management Experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+Students in Australia, UK & US by helping them to score HD in their academics. Our Experts are well trained to follow all marking rubrics & referencing style.
    
Be it a used or new solution, the quality of the work submitted by our assignment Experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively. There’s one thing to be noticed that you could choose one between the two and acquire an HD either way. You could choose a new assignment solution file to get yourself an exclusive, plagiarism (with free Turnitin file), expert quality assignment or order an old solution file that was considered worthy of the highest distinction.