Question 2: You are the newly appointed customer experience manager for a retail chain. The retailer has both shops and an on-line presence. As yet you have little data available as to the customer experience of their customers. a. What metric or metrics would you recommend be collected? Discuss the advantages and limitations of the most common customer experience metrics? Consider when and how you would collect the data? What additional information would you recommend be collected? Consider both on-line and in-store customers, is your preferred data collection strategy relevant to both? If not, why not? (10 marks) b. How can both influencers and employees assist in ensuring that your targeted consumers feel that they are having a more personalised, one to one experience, at key touchpoints? In answering this question consider, from a management perspective, some of the challenges? (7.5 marks)