Use this exercise to get to know your client and understand your client's customers. Here are some questions that you can use to guide the writing of your written report $($PART A of the Term Project$)$ and also your presentation file $($PART B of the Term Project$).$ Although we display them as questions, the exercises must be presented as a written assignment on a Word file $($not as answers for the questions$).$

Use the following format to respond:

Include the company$$s name and the group members' names at the top of the page

Font Arial, size $12$

Maximum of two pages

Please provide a well written, proof$-$read, error$-$free

Apply bold to the main information that would be highlighted in the ppt$.$ Presentation $($PART B$)$

Client Research $($Getting to know your client$)$

State your client's Vision and Mission.

Articulate your client$$s Brand Promise. $($If you cannot identify it$,$ please suggest one using the Brand Promise activity instructions$)$

Present information about the company$/$organization$\text{'}$s financials, focusing on indicating any customer experience based opportunities or issues.

Provide any recent social media outburst based on poor customer experience and Google Reviews about them.

Comment on the CX information provided online$/$or in annual reports such as reviews or NPS scores.

Customer Understanding $($Understand your client's customers$)$

Identify a current failure that the company could work on in Customer Experience.

List your client$$s service gaps and link them to any of the $5$ gaps in customer service.

Define how you would respond to these gaps, in order to solve them.

Apply any of the six research practices for gaining customer perception understanding and explain the logic behind your thoughts.

Incorporate the Closed Loop Process into your work with this client, pointing out the method used.