Instructions:Applying concepts throughout the term, groups will outline a CEM strategy that –• Introduces the company background and industry• Identifies and differentiates 3 customer segments and profiles (with personas)• Connects customer experience maps with an updated business value proposition for each segment or customer profile• Takes the Voice of the Customer (VOC) and customer feedback obtained from research into account in forming theexperience strategy• Applies the IDIC model towards achieving loyal customer relationships• Presents the value proposition for each segment.• Maps the current experience and journey maps for each of the 3 customer profiles.• Illustrates the current state of the customer experience and where the challenges and opportunities for improvement are.• Explains how your recommended customer experience strategy contributes towards an intended brand perception• Explains how the customer experience will be measured and evaluated• Proposes improved service offerings by applying best practice CEM concepts covered through the term, data gathered from Voice ofthe Customer (VOC), interview, survey and other field research tools.• Documents steps towards forming a customer centric organization
Already registered? Login
Not Account? Sign up
Enter your email address to reset your password
Back to Login? Click here