1. You are commencing your degree programme at a new university. Identify the likely activities occurring at the post-purchase stage of the customer expectation cycle. W 2. According to Shaw & Ivens (2005), 82% of consumers in one survey indicated that they did not expect the customer experience promised in advertisements to match the actual experience they would receive from the organisation. What is happening here? What is the remedy? 3. Processes and multiple channels have particular effects on the customer experience. Discuss. 4. What lessons may be derived from the figure below, in relation to the real customer experience? -colo Keep off the Grass! Keep off the Grass! Intended path (Keep off the grass) Natural path Figure 4.7 Intended paths and natural paths on a university campus