This assessment task is designed for you to apply your knowledge and understanding of the… 1 answer below »

This assessment task is designed for you to apply your knowledge and understanding of the keyconcepts that shape the customer experience. You are required to conceptualize customersinteracting with a product or service across several touch points such as in-store, website, mobile,social media and e-mail. You are also required to use research skills gained from module 3 tohighlight a customer problem for your chosen organisation. This assessment task provides you withan insight into an activity that maybe part of your job roles in the future.InstructionsYou are to take the role of consultant for your selected organisation and prepare a report topersuade the management staff to adopt a better approach to managing their costumers’experience(s). This assessment involves the following activities:1. Identify the research objective to improve customer experience for selected organisation.2. Conduct research on your selected organisation, i.e. its industry and its target customers,through primary and secondary research.a. Plan and design your primary research, an online survey.b. Consider how you will recruit your interviewees and conduct the surveyaccordingly (You will need to have at least 10 completed customer surveys).c. Conduct your secondary research, particularly in available social media reviews ofyour selected organisation and relevant resources (i.e. academic journal articles,book chapters, business reports, organisation’s website).d. Document your secondary research observations by saving screen shots of socialmedia reviews (at least 3) and keeping a reference list of the resources consulted(to be included in your reference list).3. Apply CEM concepts to identify the challenges and opportunities for achieving a customerexperience that is in line with the organisation’s strategic objectives.a. Describe and discuss your primary research method: its planning, design andimplementation.b. Describe your secondary research method.c. Summarise the results of your research.d. Apply CEM concepts to identify the main service experience problem of theproduct or service of your organisation.e. Support your outcomes with academic literature covered in modules 1, 2 and 3.4. Write a conclusion (approximately 125 words).5. Follow the APA 6th edition style of referencing to cite your academic resources andprovide your reference list.
6. Add your evidence of research data as an appendix, including the link to your survey withat least 10 completed customer surveys and the screen shots of at least 3 current socialmedia reviews.7. The resources consulted and used from your secondary research on your organisationmust be listed in the reference list. The word limit is 1000 words

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