AMN401 CHECKLIST FOR ASSESSMENT three
CUSTOMER EXPERIENCE MANAGEMENT PLAN
Your activity is to develop a report detailing the present buyer expertise at Dreamworld, and supply not less than three
insightful, justified suggestions for the long run administration of buyer expertise. This includes:
– Conducting your individual qualitative analysis into Dreamworld prospects and CX
– One persona
– A CX journey map
– Three suggestions
PURPOSE AND OUTCOMES OF THE ASSESSMENT TASK
There may be perception that robust constructive experiences within the buyer journey will result in enhancements within the backside line,
greater conversion charges at a number of touchpoints, improved buyer loyalty and word-of-mouth (Homburg, Jozic and
Kuehnl 2015). Subsequently having the ability to handle the shopper expertise is a invaluable ability.
This evaluation piece additionally provides one other two capabilities (growing a persona and establishing the journey map)
to your skillset.
DUE ON MENADY JUNE four, BY 7AM. – CHECK BLACKBOARD FOR DETAILS.
2000 WORDS (TABLES INCLUDED)
PRESENTED IN A REPORT FORMAT
SUBMITTED VIA TURNITIN ON BLACKBOARD PAGE UNDER ASSESSMENT three
You aren’t to contact the shopper for any extra info.
It is advisable current this task in a report format. You aren’t required to incorporate an introduction or government
abstract, however you are able to do so if you want and if it suits inside your phrase rely.
Write this report as if the shopper was studying it. The look and tone of the report is skilled.
Be aware of the phrase rely. Write succinctly and use dot factors the place applicable. Tables are additionally acceptable.
1. RESEARCH INTO CX 10 MARKS
You might be to conduct analysis into the CX.
Begin with secondary analysis and discover out no matter you’ll be able to concerning the buyer, the product and the
To do that, use databases like IBISWorld accessible by means of the QUT library
Then conduct some fast, straightforward, qualitative analysis.
This might embrace any of the next – observations of the CX, interviews or a spotlight group with prospects.
Don’t use surveys. It should be “wealthy” knowledge that describes the multi-dimensionality of the expertise – the
ideas, emotions, actions, senses and social relatedness.
Embrace your findings out of your SML research.
Just remember to reference the place you bought your info from. If you’re discussing a selected
web site, just be sure you embrace the hyperlink. If you’re referring to your interview outcomes, then you should
reference your analysis comparable to “Interview with Buyer 2, Could 29, 2018”. If the reader is unclear of
the place the data got here from then you definately haven’t referenced appropriately.
2. PERSONA DEVELOPMENT 10 MARKS
Use the 5-Step course of you practiced in Tutorial 2.
Ensure you present a written description of the 5 steps – Who’re they? What do they do? What are
their wants or objectives? What’s stopping them? What are their burning questions?
Then use that description to construct your Persona template. The template utilized in Tutorial 2 is supplied on
Blackboard, below Evaluation three.
Whereas there are a variety of several types of personas for our shopper, you’re to develop just one persona.
Just remember to paint an entire image of the shopper, together with who they’re, what they aspire to
and what their ache factors are.
three. CUSTOMER JOURNEY MAP 10 MARKS
Map the Buyer Journey to your Persona, described in Half 2.
This journey ought to lengthen from pre-purchase to expertise to post-purchase.
Use the method practiced in Tutorial 5. This eight-step course of is: 1. Begin with analysis; 2. Outline
behavioural phases from the shopper’s perspective; three. Seize buyer issues; four. Element each
touchpoint; 5. Map out the shopper ache factors; 6. Chart the altering buyer feelings; 7. Think about
what different element might be added to the map; eight. Define any alternatives for enchancment.
The journey map might be no matter form or type you want. Numerous alternate options are supplied within the
Tutorial 5 slides which can be found on Blackboard below Evaluation three.
four. RECOMMENDATIONS 5 MARKS
You might be to current not less than three suggestions for the shopper
Guarantee that your suggestions are related to managing the shopper expertise (not different,
common advertising and marketing suggestions)
You might be to justify these suggestions utilizing the findings out of your analysis, your persona and
particularly the shopper journey map
Ensure you deal with ache factors or timing points or buyer satisfaction or any points that emerge in
Components 1 to three.
Just remember to are making suggestions for the long run not specializing in what has occurred within the
5. PROFESSIONAL COMMUNICATIONS 5 MARKS
Is your report throughout the 2000-word restrict? Referencing and the reference checklist will not be included within the phrase
There isn’t any required variety of references on this evaluation piece. Nevertheless, ensure you reference your
secondary analysis sources or supporting proof you embrace.
Does your report learn nicely and have you ever checked spelling and grammar?
Think about the ‘so what’ rule. For those who point out one thing on this report there should be a purpose so don’t simply
make a press release, inform us why that is related or vital to know.
Have you ever included web page numbers?
Please add this as PDF as it is a extra skilled format and you’ll keep away from any formatting points.
SUBMITTING YOUR ASSIGNMENT
Test the due date and time on Blackboard in Evaluation three.
Please don’t go away importing your task till the final minute. Assignments would possibly take an extended whereas to
add if there may be excessive demand within the system.
For those who do have points importing your task, e mail your Evaluation three to your tutor earlier than the
submission time, in any other case we can not settle for it. Hold making an attempt to add it after you might have emailed your tutor
so she or he can mark it on Turnitin.
When you’ve got submission dramas contact the individuals at IT providers immediately. That manner you should have
proof that you’ve got tried to submit it earlier than the due time.
If you’re unwell, or have a problem that makes it troublesome to submit it on time (dangerous time administration and plenty
of different assignments don’t rely as an applicable excuse) just be sure you apply for an extension
earlier than the due time. You’ve a few days to supply supporting proof (like a medical doctors or councillors
letter) however your submission of the appliance should be earlier than the due date.
When you’ve got an extension, just be sure you e mail your tutor your evaluation and likewise add it on
Turnitin. You MUST embrace your approval for late submission kind.
Any evaluation submitted after the due date and time is an automated zero. This can be a QUT Coverage.