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BIZ104 Customer Experience Management

tag 0 Download 4 Pages / 842 Words tag 16-12-2020

Question:


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”. 
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. 
d. Use Proto-persona profiles to illustrate yourself relative to your customer experiences. Identify pain points and needs and goals. 
e. Compare and contrast the two customer experiences and reflect, by providing examples, on what makes a good customer experience. 
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My Assignment Help (2020) Customer Experience Management [Online]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/two-case-studies-of-customer-experience.html
[Accessed 28 September 2022].

My Assignment Help. 'Customer Experience Management' (My Assignment Help, 2020) <https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/two-case-studies-of-customer-experience.html> accessed 28 September 2022.

My Assignment Help. Customer Experience Management [Internet]. My Assignment Help. 2020 [cited 28 September 2022]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/two-case-studies-of-customer-experience.html.


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