Module code: MG526

Module title: Customer Experience

Coursework 1 Written Report 2500 words

Assessment task:

You will produce an individual 2500-word report based on a physical store of your choice. The report structure will address the following tasks:

1. Set out what the value proposition is of the chosen organisation. (Appx 300 words)
2. Set out how this manifest itself in how it delivers the customer experience. (Appx 300 words)
3. Set out who are its customers by frequency of use by key demographics (Appx 300 words)
4. Set out what is The Six Pillars of Customer Experience Model (Appx 250 words)
5. Critically apply this model to the chosen organisation. (Appx 450 words)
6. What are the implications of digital disruption to the delivery of the customer experience for this organisation? Consider AI, VR, digital technology usage (Appx 450 words)
7. Insert the blog posts and customer experience survey for the organisation
8. Set out strategic recommendations you could improve the customer experience for customers of this organisation, to benefit them and the organisation itself. (Appx 450 words)
9. References (following the Harvard referencing system, make sure to use market research sources, books and journal articles)
10. Appendix

The chosen organisation must have the physical presence in (PARTNER LOCATION). Along with data from TGI and Mintel, you must include:

• A picture of the store and in-store
• 1 blog posts about your experience as a customer of the visit to the physical store
• A customer experience survey (using Survey Monkey, Survey Hero or Google Forms)

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