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BIZ104 Customer Experience Management Sample Assignment

   

Added on  2020-05-11

9 Pages1596 Words167 Views
Running head: CUSTOMER EXPERIENCE MANAGEMENTCustomer Experience ManagementName of the Student:Name of the University:Author Note:

2CUSTOMER EXPERIENCE MANAGEMENTTable of ContentsIntroduction......................................................................................................................................2Proto-persona diagram to illustrate yourself relative to the component with poor experience.......2Identification of 2 most significant pain points during the entire process and applying at least 2key CEM concepts at the time of discussing why the experience was poor...................................3Proto-persona diagram to illustrate yourself relative to the component with positive experience..4Identification of 2 most significant pain points (positive) during the entire process and applyingat least 2 key CEM concepts at the time of discussing why the experience was positive...............4Comparing and contrasting the two experiences to explain why one experience is better than theother.................................................................................................................................................5Conclusion.......................................................................................................................................6References and Bibliography...........................................................................................................7

3CUSTOMER EXPERIENCE MANAGEMENTIntroduction The study deals with explaining the concept of Customer Experience Management byciting real-life experiences (Zolkiewski et al., 2017). Here, I would like to take two serviceswhere once I was happy with the services provided by Restaurant A and not at all satisfied withother services that provided by Restaurant B. I am taking two Restaurant A and B that I visitedduring last weekend (Restaurant A- First weekend, Restaurant B – Second weekend) with myfamily and friends to spend quality time and have nice food. This study properly explain both theexperiences that I gained by visiting two restaurants with the help of Proto-persona diagram. Inthis diagram, each quadrant signifies attributes or concern to make the situation understand inbetter form. Proto-persona diagram to illustrate yourself relative to the component with poorexperience

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