Customer Experience Strategy
\nMSc Management
\nCustomer Experience Strategy
\nCoursework Assessment Brief
\nSubmission mode: Turnitin online access
\n1. General Assessment Guidance
\n\u2022 Your summative assessment for this module is made up of this Coursework submission which
\naccounts for 100% of the marks.
\n\u2022 Please note late submissions will not be marked.
\n\u2022 You are required to submit all elements of your assessment via Turnitin online access. Only
\nsubmissions made via the specified mode will be accepted and hard copies or any other digital
\nform of submissions (like via email or pen drive etc.) will not be accepted.
\n\u2022 For coursework, the submission word limit is 2,500 words. You must comply with the word count
\nguidelines. You may submit LESS than 2,500 words but not more. Word Count guidelines can be
\nfound on your programme home page and the coursework submission page.
\n\u2022 Do not put your name or contact details anywhere on your submission. You should only put
\nyour student registration number (SRN) which will ensure your submission is recognised in the
\nmarking process.
\n\u2022 A total of 100 marks are available for this module assessment, and you are required to achieve
\nminimum 50% to pass this module.
\n\u2022 You are required to use only Harvard Referencing System in your submission. Any content which
\nis already published by other author(s) and is not referenced will be considered as a case of
\nplagiarism.
\nYou can find further information on Harvard Referencing in the online library on the VLE. You can
\nuse the following link to access this information: http:\/\/bpp.libguides.com\/Home\/StudySupport
\n\u2022 BPP University has a strict policy regarding authenticity of assessments. In proven instances of
\nplagiarism or collusion, severe punishment will be imposed on offenders. You are advised to
\nread the rules and regulations regarding plagiarism and collusion in the GARs and MOPP which
\nare available on VLE in the Academic registry section.
\n\u2022 You should include a completed copy of the Assignment Cover sheet. Any submission without
\nthis completed Assignment Cover sheet may be considered invalid and not marked.
\n2. Assessment Brief
\nYou are required to write a 2,500 word report on the customer experience (CX) strategy of Samsung
\nfor their mobile phone product lines. You should base your report on the analysis of their CX strategy
\nin one specific country in which they operate, which you must identify in the introduction to your
\nreport.
\nYou should write your report for the Board of Directors. Within the business report, reference
\nshould be made to relevant CX concepts, literature and application as appropriate. Only use graphics
\nor tables to answer the requirements where it is suggested to do so.
\nThe Learning Outcomes that you have to meet in order to pass this assessment are:
\n1. Appraise the importance of customer experience for the success of the business.
\n2. Design and implement a customer journey mapping process, persona creation and
\nmeasurement metrics
\n3. Evaluate and propose organisational CX performance metrics.
\n4. Evaluate how organisations ensure a seamless omni-channel customer journey.
\n5. Identify and critically evaluate CX processes in different industries and different brands and
\ndiscuss success factors.
\nYou need to address the following tasks:
\n1. The importance of customer experience (10 marks, LO1): explain and critically evaluate the
\nconcept of customer experience. Appraise the importance of CX in the case of Samsung
\nmobile phones. (Suggested word count: 300 words)
\n2. Consumer persona creation (15 marks, LO2): explain what a consumer persona is and
\nevaluate its role in developing effective CX strategy. In application to Samsung identify one
\nkey consumer persona and provide the following elements in a visual format (graphic or
\ntable):
\na. Demographics and story
\nb. Profile
\nc. Motivations for using a Samsung mobile
\nd. Goals for using a Samsung
\ne. Painpoints a Samsung mobile solves
\n(Suggested word count: 200 words)
\n3. Mapping the customer journey (15 marks, LO2): explain what a customer journey is and
\ndiscuss its importance to CX strategy. In relation to your consumer persona identified in task
\n2, using a graphic or table, map their customer journey. This should be from the perspective
\nof the customer and include the following:
\na. Stages of journey
\nb. Activities
\nc. Feelings and needs
\nd. Potential opportunities for improvement
\n(Suggested word count: 200 words)
\n4. Omnichannel marketing (15 marks, LO4): explain what is meant by omnichannel marketing
\nand the role of interaction and customisation in omnichannel marketing. Identify for
\nSamsung mobiles the different marketing channels used and analyse how effective Samsung
\nis in achieving a seamless customer journey. (Suggested word count: 550 words)
\n5. CX performance metrics (15 marks, LO2 and LO3): identify and critically evaluate four CX
\nperformance metrics. Provide a justified recommendation of two metrics which are the most
\nimportant in the case of Samsung mobiles. (Suggested word count: 500 words)
\n6. CX processes in different industries (20 marks, LO5): Using five CX Critical Success Factors
\n(CSFs) compare and explain the CX processes in Samsung and another company of your own
\nchoice in another industry. (Suggested word count: 600 words)
\n7. Conclusion (5 marks, LO1-LO5): having completed your report provide a conclusion on how
\neffective Samsung\u2019s CX strategy is, using evidence from the previous six tasks to support
\nyour reasoning. (Suggested word count: 150 words)
\n8. Presentation (5 marks): present your report in a structured and professional manner using
\nHarvard referencing guidelines.
\nSuggested Structure
\nA 2,500-word business report to the Board of Directors of the company, in the capacity of a CX
\nstrategy consultant. There are many ways to construct a report and the following is only a
\nsuggestion:
\nBPP coursework cover sheet: containing your SRN and word count.
\nTitle page: your reader\u2019s first impression of the report. It should be succinct but still describe the
\nreport\u2019s contents so that it can be distinguished easily from other reports.
\nComprehensive list of contents: a table of contents could help the reader to find specific
\ninformation in the report quickly. This includes page numbers and any additional sections such as
\nappendices and bibliography.
\nReport: covers your answers to the requirements one to seven as listed above.
\nAppendices: Appendices contain additional information which would be too detailed to include in
\nthe main body. Typical examples of information included in appendices can be glossaries (if it is a
\ntechnical report), tables with supporting statistical data, examples of research and so on.
\nReferences list: if you have consulted any source, either printed or on-line, you must include it in the
\nlist of your references and dates of internet access where applicable. For more information on
\nreferencing and the Harvard system access the link given in the General Assessment Guidance
\nabove.
\n3. Marking Guide (student version)
\nThe assignment is marked out of 100 and counts towards 100% of your module mark. The following table shows the guidelines and marking rubric:<\/p>\n","protected":false},"excerpt":{"rendered":"
Customer Experience Strategy MSc Management Customer Experience Strategy Coursework Assessment Brief Submission mode: Turnitin online access 1. General Assessment Guidance \u2022 Your summative assessment for\u2026<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7316,7318,7317,7315,7319,7321],"tags":[642,618,8825,576,116,631,19,643,473,633,630,628,450,597,594,626,635,574,622,624,620,621,619,623,617,625,627,634,629,632,644,645,42,66],"class_list":["post-112884","post","type-post","status-publish","format-standard","hentry","category-best-dissertation-writers-uk","category-british-dissertation-writers","category-dissertation-help-online","category-dissertation-writing-services-uk","category-help-with-dissertation-writing","category-uk-dissertation-help","tag-apps-that-write-essays-for-you-free","tag-assignment-writing-services-in-usa","tag-bes","tag-best-dissertation-writing-services","tag-best-essay-writing-service","tag-best-paper-writing-services","tag-best-research-paper-writing-services-in-usa","tag-best-website-to-write-my-essay","tag-cheap-essay-writing-service","tag-cheap-research-paper-writing-service","tag-college-paper-writing-service","tag-dissertation-help-online","tag-dissertation-writing-services","tag-dissertation-writing-services-illegal","tag-dissertation-writing-services-near-me","tag-dissertation-writing-services-usa","tag-essay-writing-service","tag-free-dissertation-writing-services","tag-homework-essay-writer","tag-homework-essay-writer-free","tag-homework-help-global","tag-homework-help-services","tag-homework-help-usa","tag-homework-writing-help","tag-homework-writing-service","tag-legit-research-paper-writing-services","tag-legitimate-dissertation-writing-services","tag-research-paper-writer-online-free","tag-research-paper-writing-services-online","tag-research-paper-writing-websites","tag-write-my-essay-for-me-cheap","tag-write-my-essay-for-me-tik-tok","tag-write-my-essay-free","tag-write-my-paper"],"_links":{"self":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/112884","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/comments?post=112884"}],"version-history":[{"count":0,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/112884\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/media?parent=112884"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/categories?post=112884"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/tags?post=112884"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}