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BIZ104 Customer Experience Management - Assignment

10 Pages2384 Words132 Views
   

Laureate International Universities

   

Customer Experience Management (BIZ104)

   

Added on  2020-04-21

BIZ104 Customer Experience Management - Assignment

   

Laureate International Universities

   

Customer Experience Management (BIZ104)

   Added on 2020-04-21

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Running head: GENERATION OF CUSTOMER SERVICE EXPERIENCEGeneration of Customer Service ExperienceName of the Student:Name of the University:Author Note:
BIZ104 Customer Experience Management - Assignment_1
1GENERATION OF CUSTOMER SERVICE EXPERIENCETable of ContentsIntroduction:...............................................................................................................................2Current state of service experience of a using of car by Toyota:...............................................2Customer Experience Management:......................................................................................2Service experience about Toyota:..........................................................................................3High brand name:...................................................................................................................3Superior service:.....................................................................................................................4Corporate social responsibility:..............................................................................................5Ratings of Toyota compared to its competitor offerings:..........................................................6Conclusion:................................................................................................................................7References:.................................................................................................................................8
BIZ104 Customer Experience Management - Assignment_2
2GENERATION OF CUSTOMER SERVICE EXPERIENCEIntroduction:The aim of the assignment is to identify the challenges and opportunities companiesface in achieving positive customer experience. The data for the research has been sourcedfrom face-to-face conversations, surveys of a large population of customers and severalsecondary sources like journals, articles and official websites of automobile companies. Theresearcher has taken Toyota as the chosen company and its products for the study. The paperhas two sections namely, current service experience of customers using Toyota and its ratingsin the markets compared to its competitors. The paper also contains mention of products ofother automobile companies like General Motors. The extensive research and comparison hasgiven the paper a strong base.Current state of service experience of a using of car by Toyota:Toyota is the second largest and manufacturer of cars in the word, which providesevidence of the positive customer service experience the products under the brand, namelyToyota creates. Customer experience management refer to processes companies use to track,oversee and manage every communication of the companies with its customers (toyota-global.com, 2017). Customer Experience Management:The designated officers of the companies like Toyota monitor the rate of customersatisfaction through various channels like website purchases, face to face consultations withthe customers and survey of large number of customers. The aim of CEM is to gain sizeabledata to measure the rate of customer satisfaction they products creates. The top managementof the companies use CEM research tools like ‘customer experience self-assessment’,‘customer experience management survey’ and ‘CEM +Calculator ROI evaluation’. These
BIZ104 Customer Experience Management - Assignment_3

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