MK9514 Customer Experience and Customer Satisfaction

 

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Assignment Details:-

• Course Code: MK9514
• Course Title: Customer Experience & Relationship Marketing
• Referencing Styles: APA
• Words: 1500
• University: Kaplan Business School
• Country: SG

 

Assignment Task:-

 

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.