• Instructions: Applying concepts throughout the term, groups will outline a CEM strategy that -
• Introduces the company background and industry
• Identifies and differentiates 3 customer segments and profiles (with personas)
• Connects customer experience maps with an updated business value proposition for each segment or customer profile
• Takes the Voice of the Customer (VOC) and customer feedback obtained from research into account in forming the experience strategy
• Applies the IDIC model towards achieving loyal customer relationships
• Presents the value proposition for each segment.
• Maps the current experience and journey maps for each of the 3 customer profiles.
• Illustrates the current state of the customer experience and where the challenges and opportunitiesforimprovement are.
• Explains how your recommended customer experience strategy continua report
• Prepare a customer experience strategy for the company or product you selected from assessment 2 which was toyota
• Your report will highlight how the company can improve their customer's experience based on your findings from assessment 2 and using the knowledge you have gained from the course material.test towards an intended brand perception
• Explains how the customer experience will be measured and evaluated
• Proposes improved service offerings by applying best practice CEM concepts covered through the term, data gathered from Voice of the Customer (VOC), interview, survey and other field research tools.
Documents steps towards forming a customer centric organization. Company researched was toyatoe and the whole document must be citated using APA referencing and I mean the whole document.
Word limit is 2000 words a customer mapping should be included .