BIZ104 Customer Experience Management Assessment CEM Strategy Report

ASSESSMENT BRIEF 3
Subject Code and
Title BIZ104 Customer Trial Government
Admonish CEM Temporization Relation (40%)
Individual/Group Individual
Length 2000 Words (+/- 10%)
Letters Outcomes a) Parallel and dissimilarity the emerging concepts and performances that underpin the customer trial
b) Devote the govern of sight to the customer trial of labor savey
c) Document a customer trip map
d) Unobstructed and divulge a customer trial temporization
e) Identify tools to warner and evaluate a customer trial temporization
Submission
By 11:55pm AEST/AEDT Sunday of Module 6 (Week 12)
Weighting 40%
Total Marks 100 marks
Context:
BIZ104_Admonish Paltry 3_CEM
Temporization Relation_Module 6
This admonish donation to devote your letters throughout the promise towards a unified customer trial government temporization relation. The motive is to inquiry, analyse and divulge how the separated organisation from admonish 2 gain wield customer trial(s) towards achieving a component stigma sight and customer faithfulness.
Your attend is to image and divulge a CEM temporization recitementing restraint labor gaps in the introduce condition and proposing a amelioadmonish labor gift. Using trial mapping tools and devoteing trial government methodologies, the introduceation should recitement restraint how the CEM temporization provides the organisation with a competitive custom.
Prelude the role of consultants, you attend to dispose an hearers of government staff among the separated controlm from admonish 2 of a amelioadmonish approximation to managing their customers’ trial(s).
Instructions:
Applying concepts throughout the promise, groups gain guile a CEM temporization that –
• Introduces the society enhancement and diligence
• Identifies and specifys 3 customer individualitys and profiles (with personas)
• Connects customer trial maps with an updated profit prize recitement restraint each individuality or customer profile
• Procures the Voice of the Customer (VOC) and customer feedback obtained from inquiry into recitement in restraintming the trial temporization
• Applies the IDIC pattern towards achieving constant customer relationships
• Introduces the prize recitement restraint each individuality.
• Maps the general trial and trip maps restraint each of the 3 customer profiles.
• Images the general recite of the customer trial and where the challenges and opportunities restraint amendment are.
• Serene-ups how your recommended customer trial temporization contributes towards an adapted stigma sight
• Serene-ups how the customer trial gain be measured and evaluated
• Proposes improved labor gifts by devoteing best performance CEM concepts balmy through the promise, facts cool from Voice of the Customer (VOC), confabulation, reconnoitre and other room inquiry tools.
• Documents steps towards restraintming a customer centricorganization
You are expected to devote such concepts as:
• IDIC pattern,
• Customer Feel-points,
• Moments of Truth,
• Stigma trial,
Prize Recitement Illustration tools include: • Customer personas,
• Alignment diagrams (Trial maps, customer trip maps, labor blueprints, invisible pattern diagrams),
• temporization maps,
• temporization canvas,
• prize recitement canvas.
Students are encouraged to prove and explanation customer trial mapping and introduceation tools to image their CEM temporization. There gain be opportunities to performance and prove these through the promise.
Letters Rubrics CEM Temporization Introduceation Throng
AssessmentAttributes Fall-short 0-49
Pass 50-64
Credit 65-74
Distinction 75-84
Exalted Distinction 84-100
Enlightenment and
understanding
20% Limited interpretation of requiredconcepts and enlightenment.
Explanation components of the enactment are referable appendressed. Enlightenment or interpretation of the room or instruction.
Resembles a resumption or disindividuality of explanation proposals.
Frequently conflates/confuses assumption of specific impression with referableice substantiated by indication from the inquiry/course embodieds. Thorough enlightenment or interpretation of the room or instruction/s.
Supports specific impression and referableice substantiated by indication from the inquiry/course embodieds.
Demonstrates a compressiveness to serene-up and devote applicable concepts. Exaltedly patent serene interpretation of the subject.
Has appendressed perfect explanation areas of the admonish in component and demonstrated a compressiveness to obviously serene-up perfect applicable concepts. A ambiguous interpretation of the subject.
Has appendressed perfect of the explanation concepts in component and demonstrated a compressiveness to append recognition and elevate interpretation to the concepts proved.
Illustration and message of Customer personas, alignment diagrams, and
temporization maps
30%
Too paltry and referable reflective of unimpaired trip or temporization.
Reflective of pre- promise, manner as courteous-behaved-behaved as post- promise. Referable serene how the inquiry has driven the fabrication of the maps and diagrams
Research-driven maps with recognitions superficial restraintoptimizing feel- points and maximizing prize recitement.
Specific maps of trips with serene source from the compiled explanationr inquiry. Student implys the invisible patterns restraint the
customer and has recognition restraint cunning an trial restraint them.
Excellently introduceed map with embodied recognitionsinto the
customer’s
triggers, drivers, governrs and other explanation empathy
facets restraint cunning the trial. Is sinewyly inquiry- domiciled.
Evaluation of strategic collocation and strategic options
20% Specific collocations and options fall-short to procure into recitement complexities or collocations and options areunsupported. Introduces and succinctly discusses applicable and protected strategic collocation and options. Introduces and succinctly discusses applicable and protected strategic collocation and options and includeslimitations. Introduces and succinctly discusses applicable and protected strategic collocation and options and includes limitations and implications. Introduces and succinctly discusses applicable and protected strategic collocation and options, includes limitations and implications, and offers alternatives.
Critical restraintced, introduceation and protection of an discussion and/or collocation
15% Specific collocation (perspective orargument) fall-shorts to procure into recitement thecomplexities of the outcome(s) or lean of the enactment.
Makes assumptions that are referable reasonableified. Specific collocation (perspective or discussion) begins to procure into recitement the outcome(s) or lean of the enactment.
Justifies any misrecords reached with discussions referable barely assumption. Specific collocation (perspective or discussion) procures into recitement the complexities of the outcome(s) or lean of the enactment. Others’ points of vision are referableorious.
Justifies any misrecords reached with courteous-behaved- restraintmed discussions referable barely assumption. Specific collocation (perspective or discussion) is speedyly introduceed and precisely procures into recitement the complexities of the outcome(s) and lean of the enactment.
Justifies any misrecords reached with courteous-behaved-patent serene discussions. Specific collocation (perspective or discussion) is introduceed speedyly, authoritatively and imaginatively, precisely prelude into recitement the complexities of the outcome(s) and lean of the enactment. Limits of collocation are referableorious.
Justifies any misrecords
reached with ambiguous discussions.
Explanation of academic and instruction conventions and sources of indication Indigently written with errors in spelling, language. Is written according to academic genre (e.g. with preamble, misrecord or dissection) and has Is courteous-behaved-written and adheres to the academic genre (e.g. with preamble, misrecord Is very courteous-behaved-written and adheres to the academic genre. Speedyly written and adheres to the academic genre.
15% condition, probable and applicable inquiry sources to barringtress and unobstructedideas.
There are mistakes in using the APA mode. accuadmonish spelling, language, passage and paragraph fabric.
Demonstrates compatible explanation of probable and applicable inquiry sources to barringtress and unobstructed proposals, barring these are referable regularly manifest or courteous-behaved-behaved patent serene.
There are no mistakes in using the APA mode. or dissection).
Demonstrates compatible explanation of exalted condition, probable and applicable inquiry sources to barringtress and unobstructed proposals.
There are no mistakes in using the APA mode. Compatiblely demonstrates speedy explanation of good-tempered-natured-tempered-tempered condition, probable and applicable inquiry sources to barringtress and unobstructed misemploy discussions and recitements. Shows indication of balbutiation past the explanation balbutiation
There are no mistakes in using the APA mode. Demonstrates speedy explanation of exalted-quality, probable and applicable inquiry sources to barringtress and unobstructed discussions and collocation recitements. Shows ample indication of balbutiation past the explanation balbutiation
There are no mistakes in using the APA Mode.

ASSESSMENT BRIEF 2
Subject Code andTitle BIZ104 Customer Trial Government
Admonish Introduceation throng of CEM Recognitions
Individual/Group Individual
Length (20 – 25 Slides)
Letters Outcomes b. Devote the govern of sight to the customer trial of labor savey
c. Document a customer trip map
d. Identify tools to warner and evaluate a customer trial temporization
Submission Due by 11:55pm AEST/AEDT Sunday of Module 5 (Week 10)
Weighting 35%
Total Marks 100 marks
Context:
• This admonish advances the student’s customer trial inquiry skills. Explanationr personas restraint this admonish are required to be facts-driven and promotively validated.
• Students are to-boot required to conceptualize customers interactingwith a work counter divers as feel points such as in-store, website, variable, collective media, and email.
• This admonish is purposed to unobstructed your enceinte inquiry skills to uplift indispensable, facts driven personas restraint your separated society or work.
• These personas are representatives of the explanationrs of your work restraint whom you are cunning an trial restraint. You gain to-boot be assessed on the mode you underprocure restraint the identification, disindividuality and customer inquiry restraint your work.
Instructions:
You gain excellent undivided of the coercionthcoming of your have professional or specific profit: work, labor, society or circumstance. This can either be an embodied or smooth a designed work (i.e. a profit proposal, a designed circumstance or smooth your college).
You are expected to direct as abundant room and desktop inquiry as practicable into the secret workings of your separated controlm, its diligence and its target customers.
Your attend is to devote inquiry tools and concepts towards identifying the challenges and opportunities restraint achieving a customer trial that is in course with the controlms strategic objectives.
Students are required to accomplished enceinte inquiry (in the restraintm of face-to-face consultations or contextual enquiry sessions) and inclination inquiry (bulky pattern reconnoitre) to property facts-driven and validated explanationr personas. Studentsgain to-boot explanation their cool facts to accomplished customer personas and trip maps.
Explanation the CEM inquiry tools to confutation the questions – What is the general recite of the labor trial of the work or controlm? How does it admonish or parallel with antagonist gifts?
The relation should:
• Offer a paltry preamble to the diligence among which the controlm competes and a paltry enhancement into the society and its labor gift.
• Identify and specify 3 customer personas to image and divulge their uncommon customer perspectives.
• Provide indication of enceinte inquiry facts using at last 2 of the coercionthcoming:
-At last 5 customer confabulations,
-10 accomplishedd customer reconnoitres,
-observational facts from room inquiry -embodied customer facts
• Include customer trip maps restraint 3 divergent customer profiles demonstrating the customer’s trial antecedently, during and thriveing the labor/work trial.
• Summarize the results of your inquiry by appendressing the general recite of the labor trial of the work or controlm and how the general customer trial admonishs or parallels with antagonist gifts?
Inquiry Relation – Letters Rubrics
Assessment
Attributes
Fall-short (Unacceptable)
0-49 Pass
(Functional)
50-64 Credit
(Proficient)
65-74 Distinction
(Advanced)
75-84 Exalted Distinction
(Exceptional)
84-100
Adherence to indispensable explanationr inquiry
methodology, condition
of inquiry guilening, relief,
identification of explanation CEM outcomes and unobstructedment of
accuadmonish customer personas.
30% Fall-shorted to guile and save inquiry pleasantly. Less than 3 inquiry sessions with minimal recognition into hearers individualitys. Inaccuracies of inquiry, with falsified or privation facts. Indigent condition personas that havebeen made up. Minimum attempt in unobstructeding inquiry guile, recruiting participants, sessions and compose of facts. Personas propertyd with telling inaccuracies. Inquiry guile and relief displays student’s attempt in void to draw recognitions from respondents. Inquiry generated explanation CEM outcomes that were tested in elevate iterations. Fair-Good-tempered persona condition. Courteous-behaved-behaved performed inquiry guile and sessions. Resulted in serene customer personas. Iterations of inquiry plain and accuadmonish personas patent serene. Actively recruited respondents from varied demographics (referable reasonable partner students) and committed to drawing inquiry facts and analyzing to come-to at misrecords. Exceeded the required guilening and inquiry activities restraint this individuality. Inquiryed a exalted sum of respondents with divers iterations and sinewy inquiry disindividuality from moderate facts collated. Demonstrated commitment to elevate enceinte inquiry until accuadmonish personas were superficial.
Preamble and academic answerableness, skills; language, spelling,
language, glide
15% Unamenable to imply restraint hearers, no argumentative/serene composition, indigent glide of proposals, discussion lacks barringtressing indication. No attempt is made to adhere-to hearers occupied, hearers canreferable thrive the course of restraintced.
Insignificant explanation of introduceation aids, or the introduceation aids and embodied explanationd are adverse. Referableice, discussions and indication are introduceed in a fashion that isreferable regularly serene andlogical. Attempts are made to adhere-to the hearers occupied, barring referable regularly happy. Course of restraintced is frequently unamenable to thrive. Introduceation aids are explanationd past restraint property than intercourse. Referableice, discussions and indication are courteous-behaved-behaved introduceed, restraint-the-most-part serene glide of proposals and discussions. The hearers is restraint-the-most-part occupied, course of restraintcedis indulgent to thrive. Propertyive explanation of introduceationaids. Referableice, discussions and indication are very courteous-behaved-behaved introduceed, the introduceation is argumentative, serene and courteous-behaved-behaved protected by indication. Engages the hearers, demonstrates cultural sensitivity. Carefully
and courteous-behaved-behaved skilful introduceations aids are explanationd. Speedyly introduceed; the introduceation is argumentative, supplicatory, and courteous-behaved-behaved protected by indication, demonstrating a serene glide of proposals and discussions. Engages and sustains hearers’s profit in the subject, demonstrates exalted razes of cultural sensitivity Propertyive explanation of sundry introduceation aids, including graphics and multi-media.
BIZ104_BIZ104_Admonish Paltry 2_Preamble Throng _Module 4

Correct quotation of explanation instrument and indication
15%
Demonstrates incompatible explanationof good-tempered-natured-tempered-tempered condition, probable and applicable instrument to barringtress and unobstructed proposals.
Demonstrates explanation of probable and applicable instrument to barringtressand unobstructed proposals, barring these arereferable regularly manifest or courteous-behaveddeveloped.
Demonstrates explanation ofexalted condition, probable and applicable instrument to barringtress and unobstructed proposals.
Demonstrates explanation of good-tempered-natured-tempered-tempered condition, probable and applicable instrument to barringtress and unobstructed discussions and recitements. Shows indication of amplelean among the organisation restraint sourcingevidence
Demonstrates explanation ofhigh- condition, probable and applicable instrument to barringtress and unobstructed discussions and collocation recitements. Shows indication of ample lean among and externally the organisation restraint sourcing indication
Personas
20%
Personas are referable facts-driven, are made up and conjectured.
Some indication of individualityation restraint each persona, barring too sundry assumptions made externally indication of inquiry validation.
Personas are backed by inquiry findings, are
for-the-most-part indispensable with some
promotive validation
Personas are factsdriven with serene individualityation and promotive validation.
Personas are facts driven
with serene individualityation counter demographics, motives, attitudes and behaviours and are professionally introduceed.
BIZ104_BIZ104_Admonish Paltry 2_Preamble Throng_Module 4
Customer Trip
Maps
20% Too paltry and referable reflective of unimpaired trip. Indigently performed with insignificant conceit given to explanation channels of interaction. Reflective of pre-engagement, manner as courteous-behaved-behaved as post- promise. Referable serene how the
inquiry has driven the fabrication of the map. Basic channels restraint explanationr interaction referableed with minimal steps attested and guiled in each trip map. Inquiry-driven map with recognitions superficial restraint optimizing feel- points. Good-tempered-natured-tempered-tempered excellention of channels and trips adopted restraint componented interactions along each trip. Componented maps of trips with serene source from the compiled customer inquiry. Courteous-behaved-behaved performed trip maps with exalted raze of component and obviously divulged. Excellently introduceed map with embodied recognitions into the customer’s triggers, drivers, governrs and
other explanation empathy facets. Is sinewyly inquiry-based. Exceeds requirements restraint trip maps by explanation of exalted muchness and condition of mapping as courteous-behaved-behaved as summarized recognition into optimizing unmistakable trips or paths. Professionally introduceed.
COMMENTS: