NO plagiarism, 1200 words. follow instructions of assessment To develop an understanding of what customer experience means. • Discuss and apply the concepts and theory that help organisation’s understand the customer experience journey. • Discuss and apply the relevant touchpoints for your good and bad experience. • Reflect on your own customer experience journey – a good experience and a bad experience
InstructionIn week 2, reflect on TWO customer experiences you have encountered from TWO DIFFERENT ORGANISATIONS. One experience should be a positive experience and the second a negative experience. As part of this, you must discuss and apply the concepts/theory from modules 1 and 2 (e.g. IDIC Model, Dirft, Moments of Truth, Touch Points, etc.) with your two experiences to compare and contrast them.
Briefly introduce your experience and discuss at least 3 “touch points”.
b. Discuss the thoughts/actions you took during your customer journey (before, during and after) i.e. how you reacted to the positive and negative moments of truth)
c. Apply at least 3 of the concepts / theories from the modulesin your customer journey discussion.
d. Discuss 3 Touchpoints for each to demonstrate that you understand what they mean.
e. Use Proto-persona profiles to illustrate you relative to your customer experiences. Identify pain points, and needs and goals.
f. Compare and contrast the two customer experiences and reflect, by providing examples, on what makes a good customer experience, i.e. why the positive experience was good? why the negative experience was bad? What would have made the negative experience a good one? What are the main differences between the positive and negative experience?
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