this assignment has to be due at 1 pm 26/08/2018 I need to get done also it is related to previous assignment which is presentation I will upload the presentation later first tell me how much is gonna cost me thankyou
BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 ASSESSMENT BRIEF 3 Subject Code and Title BIZ104 Customer Experience Management Assessment CEM Strategy Report (40%) Individual/Group Individual or in Pairs Length 2000 Words (+/- 10%) Learning Outcomes a) Compare and contrast the emerging concepts and practices that underpin the customer experience b) Apply the influence of perception to the customer experience of service delivery c) Document a customer journey map d) Develop and communicate a customer experience strategy e) Identify tools to monitor and evaluate a customer experience strategy Submission By 11:55pm AEST/AEDT Sunday of Module 6 (Week 12) Weighting 40% Total Marks 100 marks BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 Context: This assessment aims to apply your learning throughout the term towards a unified customer experience management strategy report. The goal is to research, analyse and communicate how the chosen organisation from assessment 2 will manage customer experience(s) towards achieving a particular brand perception and customer loyalty. Your aim is to illustrate and communicate a CEM strategy accounting for service gaps in the present situation and proposing a better service offering. Using experience mapping tools and applying experience management methodologies, the report should account for how the CEM strategy provides the organisation with a competitive advantage. Taking the role of a consultant, you aim to persuade an audience of management staff within the chosen organization from assessment 2 of a better approach to managing their customers’ experience(s). Please note that some of the report content will come from your assessment 2 – we expect that you will replicate the personas into this assessment task. Instructions: Applying concepts throughout the term, you will outline a CEM strategy that – Identifies and differentiates 2 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 • Presents the value proposition for each customer segment. Maps the improved or suggested experience and journey maps for each of the 2 customer profiles. Explains how your recommended customer experience strategy contributes towards an intended brand perception Documents steps towards forming a customer centric organization BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 You are expected to apply such concepts as: IDIC model, Customer Touch-points, Moments of Truth, Brand experience, Value Proposition Illustration tools include: Customer personas, Alignment diagrams (Experience maps, customer journey maps, service blueprints, mental model diagrams), strategy maps, strategy canvas, value proposition canvas. Students are encouraged to explore and use customer experience mapping and presentation tools to illustrate their CEM strategy. There will be opportunities to practice and explore these through the term. BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 Learning Rubrics CEM Strategy Report AssessmentAttributes Fail 0-49 Pass 50-64 Credit 65-74 Distinction 75-84 High Distinction 84-100 Knowledge and understanding 20% Limited understanding of required concepts and knowledge. Key components of the assignment are not addressed. Knowledge or understanding of the field or discipline. Resembles a recall or summary of key ideas. Often conflates/confuses assertion of personal opinion with information substantiated by evidence from the research/course materials. Thorough knowledge or understanding of the field or discipline/s. Supports personal opinion and information substantiated by evidence from the research/course materials. Demonstrates a capacity to explain and apply relevant concepts. Highly developed understanding of the topic. Has addressed all key areas of the assessment in detail and demonstrated a capacity to clearly explain all relevant concepts. A sophisticated understanding of the topic. Has addressed all of the key concepts in detail and demonstrated a capacity to add insight and further understanding to the concepts explored. BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 Illustration and communication of Customer personas, alignment diagrams, and strategy maps 30% Too brief and not considerate of entire journey or strategy. Considerate of pre- engagement, usage as well as post- engagement. Not clear how the research has driven the creation of the maps and diagrams Research-driven maps with insights derived for optimizing touch- points and maximizing value proposition. Detailed maps of journeys with clear derivation from the compiled user research. Student understands the mental models for the customer and has insight for designing an experience for them. Excellently presented map with important insights into the customer’s triggers, drivers, influencers and other key empathy facets for designing the experience. Is strongly research- based. Evaluation of strategic position and strategic options 20% Specific positions and options fail to take into account complexities or positions and options are unsupported. Presents and succinctly discusses relevant and supported strategic position and options. Presents and succinctly discusses relevant and supported strategic position and options and includes limitations. Presents and succinctly discusses relevant and supported strategic position and options and includes limitations and implications. Presents and succinctly discusses relevant and supported strategic position and options, includes limitations and implications, and offers alternatives. BIZ104_Assessment Brief 3_CEM Strategy Report_Module 6 Critical reasoning, presentation and defense of an argument and/or position 15% Specific position (perspective orargument) fails to take into account the complexities of the issue(s) or scope of the assignment. Makes assertions that are not justified. Specific position (perspective or argument) begins to take into account the issue(s) or scope of the assignment. Justifies any conclusions reached with arguments not merely assertion. Specific position (perspective or argument) takes into account the complexities of the issue(s) or scope of the assignment. Others’ points of view are acknowledged. Justifies any conclusions reached with well- formed arguments not merely assertion. Specific position (perspective or argument) is expertly presented and accurately takes into account the complexities of the issue(s) and scope of the assignment. Justifies any conclusions reached with well-developed arguments. Specific position (perspective or argument) is presented expertly, authoritatively and imaginatively, accurately taking into account the complexities of the issue(s) and scope of the assignment. Limits of position are acknowledged. Justifies any conclusions reached with sophisticated arguments. Use of academic and discipline conventions and sources of evidence 15% Poorly written with errors in spelling, grammar. Quality, credible and relevant research sources to support and develop ideas. There are mistakes in using the APA 6th style. Is written according to academic genre (e.g. with introduction, conclusion or summary) and has accurate spelling, grammar, sentence and paragraph construction. Demonstrates consistent use of credible and relevant research sources to support and develop ideas, but these are not always explicit or well developed. There are no mistakes in using the APA 6th style. Is well-written and adheres to the academic genre (e.g. with introduction, conclusion or summary). Demonstrates consistent use of high quality, credible and relevant research sources to support and develop ideas. There are no mistakes in using the APA 6th style. Is very well-written and adheres to the academic genre. Consistently demonstrates expert use of good quality, credible and relevant research sources to support and develop appropriate arguments and statements. Shows evidence of reading beyond the key reading There are no mistakes in using the APA 6th style. Expertly written and adheres to the academic genre. Demonstrates expert use of high-quality, credible and relevant research sources to support and develop arguments and position statements. Shows extensive evidence of reading beyond the key reading There are no mistakes in using the APA 6th Style.