Assignment 2 Information Workbook Customer Experience Mapping & Sustaining Customer Satisfaction This document provides you with information about the requirements for your assessment. Detailed instructions and resources are included for completing the task. The Criterion Reference Assessment (CRA) Rubric that markers use to grade the assessment task is included.

Task overview
Course learning outcomes addressed	Learning Outcomes Assessed: 1,3,4 After successfully completing this assignment, you should be able to: 1.Discuss how the adoption of an experience focus can enhance an organisations performance. 2.Evaluate the impact of technology on the processes associated with taking a customer experience focus on business. 3.Apply critical thinking to develop an ethical and professional approach to the implementation of customer experience strategies in business. 4.Communicate the value of adopting a customer focus across the functions of the business in a professional manner.
Task description	Students are required to apply the theory on customer experience mapping and sustaining a customer experience-centric approach. You may choose a business of your choice. I recommend that you choose a business that you have recently supported as a customer. In line with the course concepts and theories associated with customer experience mapping and sustaining, you are required to write an essay with the following headings: Introduction Customer experience mapping Multi-channels and customer experience Sustaining customer experience Conclusion
Task details	The essay structure should consist of the following headings: 1.Introduction You must explain your chosen business in one or two paragraphs. Remember to provide in-text references if you are using a current business. 2.Customer experience mapping You must develop a customer experience map by using the Customer Experience Mapping Template that is available on Study Desk. Please insert this map in your Assignment word document. The mapping should be based on the customer journey and the steps involved in customer experience mapping. You are required to complete the template, discuss theory on each step and apply each step in your essay. 3.Multi-channels and customer experience Discuss and apply the theory on multi-channeling. Note to complete this section in the Template as well. 4.Sustaining customer experience You are then required to explain to the CEO how you will sustain a continue, long-term customer experience-centric approach. Relate to the theory and apply theory to your chosen business in the essay. 5.Conclusion Just write a short paragraph that summarises the assignment to wrap the information up.

Task snapshot
Length	2000 words +/-10% (word length includes in-text referencing and excludes your reference list and appendices)
Weighting	40 %
Marks/ mark allocation	40
Individual or Group	Individual
How will I be assessed	Rubric

Submission information
Resources to complete task	It is important that you study the Moodle Book on Study Desk and attend to all activities and examples in the Moodle Book.
Referencing/citations	For this assessment you will use Harvardreferencing. You must include intext citations in the body of your work. Each new point or piece of evidence must be attributed (via in-text citation) to the source.
Submission instructions	What you need to submit: Note to insert the Customer Experience Mapping Template inside your Assignment 2 Worddocument. Note that you only submit ONE document. Submit Microsoft Worddocument to the Assignment 2 submission link on the course Study Desk that contains the following items: No coversheet but footer must include course code and name, semester and year, assignment title, student name, student number Do not include the rubric Save your document with the following naming convention: surname_initialORstudentnumber_coursecode_A1.doc/docx/pdf E.g: Jones_J_A1_PSY1030.docx Steps to submit: Turnitin Turnitin is a detection software and text matching tool used in this course. Plagiarism checking is automatically done when you submit your assignment. An originality/similarity report is automatically created which checks the originality of your assignment. You can access and review the report. NOTE: It may take up to 24 hours for a report to be issued from Turnitin When the assignment has been checked, you will see a notice in the Files submission area. The percentage mark given indicates the amount of text matched against the Turnitin Database. It is merely an indicator that should always be reviewed to identify where Turnitin have picked up potential plagiarism. You may have the option to edit submission or the option to submit assignment, this is determined by your lecturer. Once you submit assignment you are no longer able to edit it.

Attachments:

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