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MK9514 Customer Experience & Relationship Marketing

Question

Answered

Prezi Presentation: you are required to design a professional Prezi (https://prezi.com/) which addresses the following:

- Provides a clear introduction to your chosen service organisation

- Use of services marketing theory to analyse the service offering

- Describe three relationship marketing activities currently undertaken by your chosen service organization

Vlogging Exercise: you are required to produce and upload a vlog (maximum duration 5 minutes, uploaded to YouTube) which addresses the following:

- Using secondary research, what are the most important elements of the customer experience in this service category?

- To what extent do you feel your chosen service organisation delivers a high quality customer experience relative to its competitors?

 

Component Two: Business Report

- Completed: Individually
You are required to submit a report that addresses the following:

- Provide a review of the key challenges faced by your organisation when delivering a high-quality customer experience.

- Prepare a customer journey map for your chosen organisation which incorporates key touchpoints, customer goals and thought processes.

- Propose three new activities your service organisation can adopt to improve customer satisfaction.


 

MK9514 Customer Experience & Relationship Marketing

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HC2112-Service Marketing and Relationship Marketing

Part 1: Short case study South Korea rapper and musician Psy (real name Park Jae-Sang) burst onto the world stage in 2012 with his smash hit music video ‘Gangnam style”. It was such a global phenomenon that in four short months since its launch in July 2012, it became the most watched Y ...

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