What generates good customer experience the customer gained

Assignment Help Management Theories

Reference no: EM132271099 , Length: word count:750

Customer Experience Management Assessment - Customer Experience Reflection

Learning Outcomes -

a) Compare and contrast the emerging concepts and practices that underpin the customer experience.

b) Apply the influence of perception to the customer experience of service delivery.

This assessment task is designed for you to demonstrate your understanding of the overall customer experience, relative to business strategy and success. You will consider and apply concepts surrounding what generates good customer experience and the importance of understanding the customer perspective gained from modules 1 and 2. This assessment task provides you with an insight of an entire customer journey (before, during and after).

Instructions - In week 2, reflect on two customer experiences you have encountered with two different products or services from two different organisations. One experience is to be a positive experience and the second a negative experience.

You must reflect on the entire customer journey (before, during and after), applying CEM concepts to compare and contrast the two experiences. To complete this task, you are required for each experience to:

a. Briefly introduce your experience and discuss at least 2 "touch points". Refer to content covered in modules 1 and 2.

b. Discuss the thoughts/actions you took during your customer journey (before, during and after).

c. Apply at least 2 CEM concepts in your customer journey discussion. Refer to content covered in modules 1 and 2.

d. Use Proto-persona profiles to illustrate yourself relative to your customer experiences. Identify pain points and needs and goals. Refer to content covered in modules 1 and 2.

e. Compare and contrast the two customer experiences and reflect, by providing examples, on what makes a good customer experience.

Length - 750 words.

Reference no: EM132271099

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Reviews

len2271099

3/31/2019 9:35:58 PM

Individual Reflective Report, Length 750 words (+/- 10%). Not included in the word count - Proto-persona diagram (poor experience component): Use Proto-persona profiles to illustrate yourself relative to the component with poor experience. Proto-persona diagram (positive experience organisation): Use Proto-persona profiles to illustrate yourself relative to the component with positive experience. Reflective writing ordinarily occurs in the first person (and you can do so here) and works best when you think deeply about a topic and look at both the positives as well as opportunities to improve in a situation. Try to be as specific as possible, use brief examples from your experience to illustrate your points and try to select examples that enable you to demonstrate learning against the attributes in the rubric.

len2271099

3/31/2019 9:35:50 PM

Learning Rubric: Introduction of customer experiences and discussion of “touch points” 20% - Customer experiences have been expertly introduced, and their most significant “pain” points have been clearly and diligently identified. 2 relevant “touch points” have been clearly identified and expertly discussed. Reflection and application of CEM concepts and proto-persona profiles to personal customer journeys 30% - Text demonstrates an expert reflection of the personal customer journeys, with an in-depth, critical and meticulous application of CEM concepts and protopersona profiles to support ideas in reflection.

len2271099

3/31/2019 9:35:43 PM

Comparison of personal customer experiences and reflection on good customer experience 30% - Personal customer experiences have been compared critically and thoroughly. A relevant, substantial and detailed explanation of what makes a good customer experience has been provided, which is supported expertly by examples from personal experience. Structure and flow of ideas 15% - Text is expertly presented; descriptive, concise and informative, exceptionally developed and well supported by evidence. Text has an excellent structure, with a strong, clear flow of ideas; engages and sustains the audience’s interest in the topic and the reader can immediately grasp the relevancy. Line of reasoning is excellent; demonstrating a clear, logical flow of ideas and arguments that are easy to follow. Correct citation of key resources 5% - Includes in-text citations and references in reference list from suitable sources; uses APA 6th ed. style, containing no errors.

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