Managing Customer Experience: Coursework Assessment Brief 4 Sample Solution
2. Discuss how your chosen brand has been able to deliver a seamless omni channel experience for its customers.
Guidelines Points to Consider:
• Discuss how your chosen brand has developed a strategy to deliver a seamless experience to its customers, with reference to the nature of customer person as and customer journey maps and their role in the creation of a customer strategy as it relates to customer experience strategy. In support of your discussion:
Create a detailed customer persona relevant to your chosen brand based upon research and data analysis highlighting the following key elements: Profile, Persona’s Goals, Pain-points and Motivations.
Using the template in the class slides, develop a customer journey map for your persona, identifying the key elements of the journey
(Stages, Needs, Activities, Feelings, Pain-points and Opportunities for Improvement)
• Discuss the importance of creating a seamless customer journey for your brand and evaluate how effective it has been in creating a seamless journey for the customer.
• Suggest areas for improvement based upon your evaluation of how easy your chosen brand makes it for the customer to complete their journey.
THE WORDS CONTAINED WITHIN YOUR PERSONA AND CUSTOMER JOURNEY MAP USING THE CLASS TEMPLATE DO NOT COUNT TOWARDS YOUR OVERALL WORD COUNT OF 2,500
3. Evaluate how effectively your chosen brand has used CX metrics to measure the quality of the relationship it has with its customers.
Guidelines Points to Consider:
• Discuss how effective your chosen brand has been at measuring the mutually beneficial relationship it has with its customers.
• With reference to three (3) CX metrics covered in the module, which CX metrics would be most beneficial for your chosen brand to use to measure the mutually beneficial relationship it has with its customers
- Consider factors that make the 3 metrics effective, their benefits and weaknesses in relation to your chosen brand.
- Evaluate why the three metrics discussed would be most beneficial to the chosen company.
4. Critically reflect on how successful your chosen brand has been in creating the customer-centric culture needed to deliver the types of experiences its customers value in the era of increasing digitalisation.
Guidelines Points to Consider:
• Critically evaluate how effective your chosen brand has been in creating the customer centric culture needed to deliver the seamless customer experience your person a values.
• Discuss the importance of CX Leadership AND CX Governance in creating a customer-centric business and critically evaluate how effective your chosen brand has been at implemented these within the organisation.
• Consider the role and importance of one (1) other critical success factor (such as People, CX Structure or Innovation, CX Metrics and CX Strategy C Process) and critically evaluate the effectiveness of your chosen brand’s efforts to implement this.
• With reference to previous sections, critically evaluate the overall quality of the relationship your brand has with its customers and suggest practical ways in which your brand could improve the current experience customers have in an era of increasing digitalisation.
Presentation: The report must be in clear font (e.g., Arial point size10/11 OR Calibri point size 11/12) with consistent format styles, automatic page numbers and table of contents. Line spacing should be 1.5.NOTE: The word count of (2500 words) does not apply to the following elements of your report:
• The Cover Page
• The Table of Contents
• Lists of Abbreviations.
• References
• Appendices
All submissions must be written in an academic style (not first person) and any figures, diagrams and independent research must be appropriately referenced using the Harvard Referencing System. If you have any further questions about this coursework assignment, please contact the tutor or the module leader.