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MK9514 Customer Experience and Customer Satisfaction
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- Course Code: MK9514
- Course Title: Customer Experience & Relationship Marketing
- Referencing Styles: APA
- Words: 1500
- University: Kaplan Business School
- Country: SG
Prezi Presentation: you are required to design a professional Prezi which addresses the following:
– Provides a clear introduction to your chosen service organisation
– Use of services marketing theory to analyse the service offering
– Describe three relationship marketing activities currently undertaken by your chosen service organisation
Vlogging Exercise: you are required to produce and upload a vlog (maximum duration of 5 minutes, uploaded to YouTube) which addresses the following:
– Using secondary research, what are the most important elements of the customer experience in this service category?
– To what extent do you feel your chosen service organisation delivers a high-quality customer experience relative to its competitors?
Component Two: Business Report
– Completed: Individually
You are required to submit a report that addresses the following:
– Provide a review of the key challenges faced by your organisation when delivering a high-quality customer experience.
– Prepare a customer journey map for your chosen organisation which incorporates key touchpoints, customer goals and thought processes.
– Propose three new activities your service organisation can adopt to improve customer satisfaction.