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
Assessment 1 has been designed for you to show your understanding of what customer experience is, and its relevance to an organization’s strategy and overall success. To do this, you will discuss and apply the concepts/theory from modules 1 and 2 for good customer experience and the importance of understanding the customer perspective.
From this, you will be able to view the entire customer journey (before, during, and after).
In week 2, reflect on two customer experiences you have encountered with two different products or services and from two different organizations. One experience should be a positive experience and the second a negative experience. As part of this, you must discuss and apply the concepts/theory from modules 1 and 2 (IDIC Model, Drift, Moments of Truth, Touchpoints, etc.) with your chosen two experiences to compare and contrast the two experiences.
For your reflective report, you are required for each experience to:
a. Briefly introduce your experience and discuss at least 3 “touchpoints” (Refer to the content covered in modules 1 and 2).
b. Discuss the thoughts/actions you took during your customer journey (before, during, and after), i.e. how you reacted to the positives and negatives moments of truth)
c. Apply at least 3 CEM concepts/theories in your customer journey discussion. Refer to the content covered in modules 1 and 2.
d. Use Proto-persona profiles to illustrate you relative to your customer experiences. Identify pain points, and needs, and goals. Refer to the 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, i.e. why the positive experience was good? Why the negative experience was bad? What would have made the negative experience a good one? What are the main differences between positive and negative experiences?
Get Help By Expert
Are you studying marketing and looking for BIZ104: Customer Experience Management Assignment Answer? Our experts are extremely experienced to provide plagiarism-free solutions on marketing assignments before the deadline.
Why Choose Us
Premium Quality Papers
We always make sure that writers follow all your instructions precisely. You can choose your academic level: high school, college/university or professional, and we will assign a writer who has a respective degree.
Professional Assignment Writers
We have a team of professional writers with experience in academic and business writing. Many are native speakers and able to perform any task for which you need help.
Free Unlimited Revisions
If you think we missed something, send your order for a free revision. You have 10 days to submit the order for review after you have received the final document. You can do this yourself after logging into your personal account or by contacting our support.
Timely Delivery and 100% Money-Back-Guarantee
All papers are always delivered on time. In case we need more time to master your paper, we may contact you regarding the deadline extension. In case you cannot provide us with more time, a 100% refund is guaranteed
Original & Confidential
We use several writing tools checks to ensure that all documents you receive are free from plagiarism. Our editors carefully review all quotations in the text. We also promise maximum confidentiality in all of our services.
Customer Support 24/7
Our support agents are available 24 hours a day 7 days a week and committed to providing you with the best customer experience. Get in touch whenever you need any assistance.
Try it now!
How it works?
Fill in the order form and provide all details of your assignment:
Place your order
Fill in the order form and provide all details of your assignment.
Proceed with the payment
Choose the payment system that suits you most.
Receive the final file
Once your paper is ready, we will email it to you.
Our Assignment Writing Help Services
No need to work on your paper at night. Sleep tight, we will cover your back. We offer all kinds of writing services.
No matter what kind of academic paper you need and how urgent you need it, you are welcome to choose your academic level and the type of your paper at an affordable price. We take care of all your paper needs and give a 24/7 customer care support system.
Admission and Business Papers
An admission essay is an essay or other written statement by a candidate, often a potential student enrolling in a college, university, or graduate school. You can be rest assurred that through our service we will write the best admission essay for you.
Editing and Proofreading
Our academic writers and editors make the necessary changes to your paper so that it is polished. We also format your document by correctly quoting the sources and creating reference lists in the formats APA, Harvard, MLA, Chicago / Turabian.
If you think your paper could be improved, you can request a review. In this case, your paper will be checked by the writer or assigned to an editor. You can use this option as many times as you see fit. This is free because we want you to be completely satisfied with the service offered.