Prepare a report to persuade the management staff

Assignment Help Management Theories
Reference no: EM132280103 , Length: word count:900

Customer Experience Management Assignment - Customer Experience Strategy: Research Outcomes

Learning Outcomes -

  • Explore customer differentiation in service delivery and identify customer's critical touch points that influence an organisation's customer experience strategy.
  • Research a customer problem and develop an appropriate customer experience.
  • Develop and communicate a customer experience strategy.
  • Analyse and apply tools to monitor and evaluate a customer experience strategy.

This assessment task is designed for you to apply your knowledge and understanding of the key concepts that shape the customer experience. You are required to conceptualize customers interacting with a product or service across several touch points such as in-store, website, mobile, social media and e-mail. You are also required to use research skills gained from module 3 to highlight a customer problem for your chosen organisation. This assessment task provides you with an insight into an activity that maybe part of your job roles in the future.

Company: Coles Supermarkets.

Instructions - You are to take the role of consultant for your selected organisation and prepare a report to persuade the management staff to adopt a better approach to managing their costumers' experience(s).

This assessment involves the following activities:

1. Identify the research objective to improve customer experience for selected organisation.

2. Conduct research on your selected organisation, i.e. its industry and its target customers, through primary and secondary research.

a. Plan and design your primary research, an online survey.

b. Consider how you will recruit your interviewees and conduct the survey accordingly (You will need to have at least 10 completed customer surveys).

c. Conduct your secondary research, particularly in available social media reviews of your selected organisation and relevant resources (i.e. academic journal articles, book chapters, business reports, organisation's website).

d. Document your secondary research observations by saving screen shots of social media reviews (at least 3) and keeping a reference list of the resources consulted (to be included in your reference list).

3. Apply CEM concepts to identify the challenges and opportunities for achieving a customer experience that is in line with the organisation's strategic objectives.

a. Describe and discuss your primary research method: its planning, design and implementation.

b. Describe your secondary research method.

c. Summarise the results of your research.

d. Apply CEM concepts to identify the main service experience problem of the product or service of your organisation.

e. Support your outcomes with academic literature.

4. Write a conclusion (approximately 125 words).

5. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and the screen shots of at least 3 current social media reviews.

6. The resources consulted and used from your secondary research on your organisation must be listed in the reference list.

Note - Need to write as per survey result.

Attachment:- Survey Result.rar

Reference no: EM132280103

A scope statement for a spring concert sponsored

Your roommate is about to submit a scope statement for a spring concert sponsored by the entertainment council at Western Evergreen State University (WESU). WESU is a reside

Leadership studies demonstrate that the most effective leade

Leadership studies demonstrate that the most effective leaders know how to draw upon self-leadership skills to in turn motivate and lead others to expand their strengths to ul

Describe the three theories used to set executive compensati

1.Describe the three theories used to set executive compensation. For each theory, name a specific company that uses that theory. Also, explain why the company you have chosen

Discussion assignment of marketing management

1. 'Range Brand Strategy' offers one brand name - through a single promise - for a range of products belonging to the same area of competence. Identify at least four brand nam

Write a dialogue on johathan swift

WRITE A DIALOGUE BETWEEN JOHATHAN SWIFT AND A MODERN COMEDIAN OF YOUR CHOICE ON COMEDY AND SOCIETY AND HOW THEY IMPACT AND INFLUENCE ONE ANOTHER. (THINK OF SWIFT HAVING A BE

Find two credible sources that reflect on the success

Find two credible sources that reflect on the success of the ESA in the US compared to efforts by the European Union. Compare those efforts and provide one example of a specie

Explain why rankings are given to employees

Explain how performance appraisals can be used as part of employee development. Explain why rankings are given to employees and the advantages and disadvantages of including r

What is the break-even quantity for this product

Williams forecasts sales of 10,000 units for the first year if the selling price is set at $16.00 each. What would be the total contribution to profits from this new product

Reviews

len2280103

4/11/2019 1:55:05 AM

Total words: 900. Company: Coles Supermarkets. Need to write as per survey result, survey result attached in images. Support your outcomes with academic literature covered in modules 1, 2 and 3. Follow the APA 6th edition style of referencing to cite your academic resources and provide your reference list. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and the screen shots of at least 3 current social media reviews. The resources consulted and used from your secondary research on your organisation must be listed in the reference list.

Write a Review

 
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd