Understanding and Managing Customer Experience - Assignment Tasks

Tasks

1.Set out what the value proposition is of the selected organisation.

2.Set out how this manifests itself in how it delivers the customer experience.

3.Set out who are its customers by frequency of use by key demographics  and how they may relate to 1 and 2.

4.Set out what is The Six Pillars Of Customer Experience Model

5.Critically apply this model  to the selected organisation.

6.What are the implications of digital disruption  to the delivery of the customer  experience for this organisation.

Based upon out strategic recommendations on you could improve the customer  experience for customers of this organisation, to benefit them and the organisation itself.

Demonstrates your achievement of the stated learning outcomes for this assignment (see below) and against other key criteria, as defined in the University’s institutional grading descriptors. A proportion of your marks will also depend upon your use of academic referencing conventions and as per the instructions in the task requirements.

Understand the principles of managing the customer experience

Understand the different dimensions of the customer experience and key factors for managing that experience

Know how to monitor and measure customer experiences in context

• Carry out all the assignment tasks in accordance with the instructions in this assignment brief and other supporting material
• Ensure that at least 80% of your referenced material is from module sources and material cited in these sources
• The use of other sources must be relevant to the module and the assignment and fully justified in its use
• Ensure that that your answers to the tasks are coherent and specifically relate to the tasks and that they demonstrate critical and correct applications of justified sources