14 May ONLINE CUSTOMER EXPERIENCE
ONLINE CUSTOMER EXPERIENCE
Percentage of final grade given:
40%
Objectives of the Minor assessment (Group Assignment):
To demonstrate the Groups (and each students within the Group) understanding of and capability to adapt / document course materials in a practical consumer description exercise.
Description of the Assignment:
“It has been almost twenty years since we first described economic history through our progression of economic value. In short, the Agrarian Economy (based on commodities) was supplanted by the Industrial Economy (based on goods), which in turn was superseded by the Service Economy, and that has now been unseated by todays Experience Economy. Indeed, goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. “( JOSEPH PINE, 2004 ) Understanding the customer experience is the next step in the evolution of customer-centricity. Customer experience is the provisional disposition a person has about a company, based on all the information in his or her environment, and their interactions with the competitors, plus their reflections on what this means to them. The disposition can be an opinion (rational or not), a feeling or even an undecided state. Because the disposition is provisional, the person may change disposition and this is a great market opportunity and risk. Today, a customers first interaction with a brand usually happens online. This is the case even if the purchase itself finally takes place offline. This first step in the relationship is crucial, and, increasingly, we need to pay attention to it. Students are asked to define and analyse the critical points in the process of building a relationship and creating an experience for the user in the online environment, taking into consideration three main elements: motivation, perception, process ( pre-purchase, consumption, post-purchase ).
Structure of the Assignment:
Introduction
Search engines and opportunities
Branding
Usability
Segmentation
Multi-channel interaction
Relationship with different targets
Traits of the online consumer
critical conclusions: insights and trends
Format of the Assignment :
A word document to be submitted+a pdf document for the in-class presentation ( each group is expected to make a 20 minute-presentation of the group project )
Cover page with Date, Course indication, name of Lecturer, Paper title and names of all Group members.
One Table of Contents, with indicated page numbers and with an indication as to which student is responsible for which section(s) of the paper.
Minimum of 2,000 words per student, plus eventual supporting charts and graphs (as judged appropriate).
Each students individual contribution must be clearly indicated who is to assume responsibility for each section of this paper is a Group decision… to be “negotiated” within the Group itself.
References and bibliography (obligatory) should be formatted using the Harvard system (a guide to use the Harvard system is to be found on the ESE student web site.)
Format of the PDF Presentation:
No more than twenty minutes in length.
No more than twenty slides
No “crowded” chart contents a bit of strategic discipline is to be appreciated.
Each member of the Group will be expected to participate in the actual class presentation.
Late Policy: For each day of delay you will lose 5% Marks points, for a maximum of 3 days.
Students are requested to submit their projects via e-mail and on paper to the Academic Office and to the lecturer.
Deadline for submission by email and on Turnitin: Sunday, November 15th at midnight
Deadline for submission of hardcopy: at the start of class, Week 6
Date of presentation: Week 6
Our website has a team of professional writers who can help you write any of your homework. They will write your papers from scratch. We also have a team of editors just to make sure all papers are of HIGH QUALITY & PLAGIARISM FREE. To make an Order you only need to click Ask A Question and we will direct you to our Order Page at WriteDemy. Then fill Our Order Form with all your assignment instructions. Select your deadline and pay for your paper. You will get it few hours before your set deadline.
Fill in all the assignment paper details that are required in the order form with the standard information being the page count, deadline, academic level and type of paper. It is advisable to have this information at hand so that you can quickly fill in the necessary information needed in the form for the essay writer to be immediately assigned to your writing project. Make payment for the custom essay order to enable us to assign a suitable writer to your order. Payments are made through Paypal on a secured billing page. Finally, sit back and relax.
About Writedemy
We are a professional paper writing website. If you have searched a question and bumped into our website just know you are in the right place to get help in your coursework. We offer HIGH QUALITY & PLAGIARISM FREE Papers.
How It Works
To make an Order you only need to click on “Order Now” and we will direct you to our Order Page. Fill Our Order Form with all your assignment instructions. Select your deadline and pay for your paper. You will get it few hours before your set deadline.
Are there Discounts?
All new clients are eligible for 20% off in their first Order. Our payment method is safe and secure.