Choose an organisation / business that is: Of a reasonable size (30 or more employees)  Has a store or sell their products through other retailers/ online sales  Has a website  Uses social media...

Choose an organisation / business that is: Of a reasonable size (30 or more employees)  Has a store or sell their products through other retailers/ online sales  Has a website  Uses social media to advertise/ communicate with customers  Uses other communication elements – mobile / emailLook for an organisation that has a number of touch points for you to be able to develop a customer journey / have enough touch points to write about etc. You may want to use an organisation / business you are personally familiar with.This assessment involves the following activities:1. Introduce briefly the organisation you have chosen: the industry it competes in, its background, its service offering and your research objective to improve the customer experience. 2. Describe and discuss your primary research method for your online survey i.e. its planning, design, how you recruited your participants for your online survey and implementation. (You will need to have at least 10 completed customer surveys). 3. Describe and discuss at least 3 secondary research methods carried out (i.e. academic journal articles, book chapters, business reports, organisation’s website social media reviews). 4. Apply CEM concepts to identify the challenges and opportunities for achieving a customer experience that is in line with the organisation’s strategic objectives. 5. Identify and differentiate 2 customer segments from research undertaken using personas to illustrate and communicate their unique customer perspectives 6. Take the Voice of the Customer (VOC) and customer feedback obtained from primary and secondary research into account in forming the customer experience strategy. 7. Connect customer experience maps and alignment diagrams with a business value proposition for the 2 customer segments identified above. 8. Write a conclusion summarising how your CEM strategy will offer a better service to your organisation’s customers. 9. Add your evidence of research data as an appendix, including the link to your survey with at least 10 completed customer surveys and if applicable screen shots of current social media reviews.