BIZ104: Compare and contrast the emerging concepts and practices that underpin the customer experience: Customer Experience Management Assignment, Torrens University, Australia

University Torrens University
Subject BIZ104: Customer Experience Management

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

Context

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).

Instructions

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?  then Visit Australia Assignment Help and Get the finest solutions from our assignment makers. Our experts are extremely experienced to provide plagiarism-free solutions on marketing assignments before the deadline.

Online Exam & Assignment Writing Services

50000+ Orders Delivered

4.9/5
5 Star Rating

Confidential & Secure Assignment Help For

Assessment Answer

Online Exam

Case Study Answers

TAFE & VET Levels

Tutorial Solutions

Summative & Individual

GBA & Reflective

MCQ Quiz & Test Help

Check Recent Assessment Solution

ITC542 Internetworking with TCP/IP Assessment Answer
As the IT field is touching the heights in this modern world, an abundance of local as well as overseas students is seen in the information technology course at Charles…
Computer & It
HA2022 Business Law Assessment Answer – Holmes Institute Australia
Purpose: This assignment is designed to assess your level of knowledge of the key topics covered in this unit. Unit Learning Outcomes Assessed: 1. Explain the various elements of the…
Business

UP TO 50 % DISCOUNT

Instant Paper Writing Services by Native Australian Writers

Plagiarism Free Solutions
100% Original Work
24*7 Online Assistance
Native PhD Experts
Hire a Writer Now

Get help with Homework Assignments, Papers, and Projects