Posted on

Description

Select an organisation of your choice. It can be from any country and any sector.
Using two frameworks/tools from the module, write a report analysing an aspect of the
organisation’s customer experience and making recommendations for improvement. You can
choose a particular customer journey (e.g. purchasing, or obtaining service, or using a
product), and/or a particular channel (e.g. the firm’s website, or telephone, or
stores/branches), and/or a particular customer group, if that is helpful in making the report
specific.
Examples of frameworks you could apply include service quality, customer experience quality,
value-in-use analysis, service blueprinting, journey mapping, channel chains, the experience profit chain (for example, to consider insight techniques), the cultural web, and the
McDonald/Wilson CRM maturity model. You can equally use other frameworks/tools that are
covered during the module (in class or in module readings).

The Company picked here is NETFLIX. the two frameworks to be applied are Individual Assignment (3000 words maximum; 80%)
Select an organisation of your choice. It can be from any country and any sector.
Using two frameworks/tools from the module, write a report analysing an aspect of the
organisation’s customer experience and making recommendations for improvement. You can
choose a particular customer journey (e.g. purchasing, or obtaining service, or using a
product), and/or a particular channel (e.g. the firm’s website, or telephone, or
stores/branches), and/or a particular customer group, if that is helpful in making the report
specific.
Examples of frameworks you could apply include service quality, customer experience quality,
value-in-use analysis, service blueprinting, journey mapping, channel chains, the experience profit chain (for example, to consider insight techniques), the cultural web, and the
McDonald/Wilson CRM maturity model. You can equally use other frameworks/tools that are
covered during the module (in class or in module readings).

THE COMPANY PICKED HERE IS NETFLIX. The two frameworks to be applied are Value in use analysis and CRM maturity model.

Type of service: Academic Paper Writing
Type of assignment: Essay
Subject: Marketing
Pages/words: 11/3000
Number of sources: 15
Academic level: Master’s
Paper format: Harvard
Line spacing: Double
Language style: UK English