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BIZ104 Customer Experience Management

tag 0 Download 5 Pages / 1,200 Words tag 14-07-2021

Question:

Context:

This assessment aims to develop your understanding of the significance of the customer experience relative to business strategy and success. You will consider the concepts surrounding what generating a good customer experience entails and the importance of understanding the customer perspective.

Instructions:

Select 2 separate products or services or any of the following that you have personal experience with:

.2 products, OR 2

.services, OR 2

.companies, OR 2

.institutions, OR 2

.venues OR 2

.events

The aim of essay is to apply CEM concepts in explaining what made one a poor experience and the other a positive one.

Topics to be covered in the essay

  1. Brief introduction:

Provide a brief introduction to each component of your selection, and a brief explanation of your service experience with both.

  1. Body:
  1. Proto-persona diagram (poor experience component): Use Proto-persona profiles to illustrate yourself relative to the component with poor experience
  2. Identify the 2 most significant “pain” points during this entire process and apply at least 2 key CEM concepts in discussing why this experience was poor.
  3. Proto-persona diagram (positive experience organisation):Use Proto-persona profiles to illustrate yourself relative to the component with positive experience
  4. Discussion of 2 touch and pain points (positive) and application of at least 2 CEM concepts :

Identify the 2 most significant “pain” points during this entire process and apply at least 2 key CEM concepts in discussing why this experience was positive.

  1. Compare and contrast the two experiences to explain why one experience is better than the other.
  1. Brief conclusion
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Total 5 pages

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My Assignment Help. (2021). BIZ104 Customer Experience Management. Retrieved from https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/apply-cem-concepts.html.

"BIZ104 Customer Experience Management." My Assignment Help, 2021, https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/apply-cem-concepts.html.

My Assignment Help (2021) BIZ104 Customer Experience Management [Online]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/apply-cem-concepts.html
[Accessed 28 January 2023].

My Assignment Help. 'BIZ104 Customer Experience Management' (My Assignment Help, 2021) <https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/apply-cem-concepts.html> accessed 28 January 2023.

My Assignment Help. BIZ104 Customer Experience Management [Internet]. My Assignment Help. 2021 [cited 28 January 2023]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/apply-cem-concepts.html.


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