b) Explore customer differentiation in service delivery and identify customer’s critical touchpoints that influence an organisation’s customer experience strategy c) Research a customer problem and develop an appropriate customer experience d) Develop and communicate a customer experience strategy e) Analyse and apply tools to monitor and evaluate a customer experience strategy Submission Due by 11:55pm AEST/AEDT Sunday of module 5.1 (week 9) For intensive (6 week) class: by 11:55p.m. AEST/AEDT Sunday of Week 5 Weighting 50% Total Marks 100 marks Context Customer experience is the perception of an organisation’s experience in the eyes of the customer. Building a customer expLearning Outcomes a) Compare and contrast the emerging concepts and practices that shape the customer erience strategy to improve customer experiences is important to strengthen and build long term customer relationships and align the organisation with the needs of the customer This assessment task is designed for you to apply your knowledge and understanding of the key concepts that shape the customer experience. You are required to conceptualize customers interacting with a product or service across several touch points such as in-store, website, mobile, social media and e-mail and will then analyze and communicate how your chosen organisation will m
dividual/Group Group Report (2 – 3 Members) Length 1750 words (+/- 10%) experience. b) Explore customer differentiation in service delivery and identify customer’s critical touchpoints that influence an organisation’s customer experience strategy c) Research a customer problem and develop an appropriate customer experience d) Develop and communicate a customer experience strategy e) Analyse and apply […]