13 May BRIEFLY INTRODUCE YOUR EXPERIENCE AND DISCUSS AT LEAST 2 “TOUCH POINTS”.
BIZ104 Customer Experience Management Assessment Customer Experience Reflection Individual/Group Individual Reflective Report Length 750 words (+/- 10%) 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 Submission By 11:55pm AEST/AEDT Sunday of module 3.1 (week 5) Weighting 20% Total Marks 100 marks Context This assessment task is designed for you to demonstrate your understanding of the overall customer experience, relative to business strategy and success. You will consider and apply concepts surrounding what generates good customer experience and the importance of understanding the customer perspective gained from modules 1 and 2. This assessment task provides you with an insight of an 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 from two different organisations.
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ASSESSMENT BRIEF 1
Subject Code and Title BIZ104 Customer Experience Management
Assessment Customer Experience Reflection
Individual/Group Individual Reflective Report
Length 750 words (+/- 10%)
a) Compare and contrast the emerging concepts and
Learning Outcomes
practices that underpin the customer experience
b) Apply the influence of perception to the customer
experience of service delivery
Submission By 11:55pm AEST/AEDT Sunday of module 3.1 (week 5)
Weighting 20%
Total Marks 100 marks
Context
This assessment task is designed for you to demonstrate your understanding of the overall
customer experience, relative to business strategy and success. You will consider and apply
concepts surrounding what generates good customer experience and the importance of
understanding the customer perspective gained from modules 1 and 2. This assessment
task provides you with an insight of an 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 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”. Refer
to content covered in modules 1 and 2.
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. Refer to
content covered in modules 1 and 2.
BIZ104 Assessment Brief 1 Page 1 of 5d. Use Proto-persona profiles to illustrate yourself relative to your customer
experiences. Identify pain points and needs and goals. Refer to content
covered in modules 1 and 2.
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