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Managing Customer Experience
2,500 words
Customer Experience Strategy: Critical Evaluation of a Global Mobile Phone Brand
This assessment requires a 2,500-word business report critically evaluating the customer experience (CX) strategy of one company operating within the global mobile phone industry. Students must select one company from Samsung, Apple, Huawei or Google and analyse its customer experience strategy within one specific country in which the company operates. The report is written from the perspective of a CX consultant and is intended for the Board of Directors of the selected company. Relevant customer experience concepts, academic literature and practical business applications should be incorporated throughout the report. The first part of the report examines the concept of customer experience and its importance to business success. The analysis should consider the role of CX, the mutual benefits created for the company and its customers, the effect of CX on business and financial performance, and specific examples of how the selected brand has used customer experience to achieve competitive advantage. The second part evaluates how the selected company delivers a seamless omnichannel customer experience. This requires consideration of customer personas and customer journey mapping and their contribution to developing an effective customer strategy. Students must create a detailed customer persona based on research and data analysis, covering the profile, goals, pain points and motivations of the selected customer. A customer journey map should then identify stages, needs, activities, feelings, pain points and opportunities for improvement. The report should evaluate the effectiveness of the company's customer journey and suggest practical improvements. The words contained within the recommended customer persona and customer journey map templates are excluded from the 2,500-word limit. The third part evaluates the effectiveness of the company's use of customer experience metrics to measure the quality of its relationship with customers. Students must discuss three CX metrics covered in the module and critically assess their benefits, limitations and relevance to the selected company. The analysis should explain why these metrics would be useful for measuring the mutually beneficial relationship between the company and its customers. The final part critically reflects on the company's ability to create a customer-centric culture in an increasingly digital environment. This includes evaluating CX leadership and CX governance, as well as one additional critical success factor such as people, CX structure, strategy and process, or innovation. The report should conclude by evaluating the overall quality of the company's relationship with its customers and proposing practical ways to improve customer experience in the era of increasing digitalisation. The assessment addresses four learning outcomes relating to the importance of customer experience, organisational CX performance metrics, seamless omnichannel customer journeys and customer experience strategies in the context of rapid digitalisation. The submission must use Harvard referencing and an academic business-report style.
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Digital Marketing
Three Weekly Digital Marketing Tutorial Challenges
This assessment consists of three weekly digital marketing tutorial challenges designed to develop practical skills in digital marketing, consumer insights, content creation, inclusive communication, ethical storytelling and campaign design. The assessment accounts for 45% of the module and requires students to apply digital marketing theory and consumer insight techniques in real-world marketing contexts. The activities are completed through tutorial-based learning, where students participate in discussions, receive tutor guidance and develop their work before submitting it through Canvas. The assessment focuses on applying consumer insights, data analytics tools and digital marketing strategies to create meaningful and responsible customer experiences. Challenge 1, titled “Are You Being Inclusive?” – Brand Audit & Persona for Ethical Reach, focuses on ethical digital auditing and inclusive persona design. Students select a brand from their home country and evaluate the inclusiveness and accessibility of its digital marketing across its website, social media and paid advertising. They then develop two to three detailed customer personas representing underserved or marginalised customer groups. Students also use AI analytics tools such as Google Trends, SparkToro or simulated AI insights to identify audience behaviours and preferences. The challenge is linked to SDG 10 – Reduced Inequalities and includes consideration of the ethics of using AI in digital marketing and its effect on the credibility of consumer insights. Challenge 2, titled “Don't Just Capture Attention – Respect It” – Campaign Idea Pitch, focuses on sustainable branding and growth. Students research the client's existing branding, examine opportunities to expand or sustain its audience and use consumer insight tools such as Google Trends, reviews and surveys to understand public perceptions. Students then create a visual mini-campaign promoting sustainable and transparent brand messaging, including social media content and AI-generated visuals. The campaign is connected to SDG 16 – Peace, Justice and Strong Institutions. Challenge 3, titled “Create, Educate, Disseminate & Evaluate”, develops digital social marketing and consumer engagement. Students extend the campaign developed in Challenge 2 into an interactive digital event that promotes positive behavioural change and educates audiences about a social issue. The activity must consider audience interests, increase interactivity and engagement, and provide evidence of positive engagement. This challenge is linked to SDG 4 – Quality Education. Overall, the assessment develops students' ability to combine digital marketing strategy, consumer insights, ethical considerations, sustainability and creative campaign design in practical marketing activities.
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Management
2,500 words
Managing Customer Experience – Coursework Summative Assessment
This assessment requires students to produce a 2,500-word report evaluating the customer experience (CX) strategy of one selected company in one specific country. Students choose one company from H&M, Chen One or M&S and analyse how its customer experience contributes to business success. The report is written from the perspective of a CX consultant for the company’s Board of Directors and should apply relevant customer experience concepts, literature and business examples. The report examines four key areas. First, students explain the concept of customer experience and critically review its importance to business success, including mutual benefits for the organisation and its customers, business and financial performance, and the use of CX to achieve competitive advantage. Second, students evaluate how the selected company delivers a seamless omnichannel customer journey. This includes developing a research- and data-informed customer persona and a customer journey map covering stages, needs, activities, feelings, pain-points and opportunities for improvement. Third, students critically evaluate three CX performance metrics and consider their effectiveness, benefits, weaknesses and relevance to the selected company. Fourth, the report critically reflects on the company’s customer-centric culture in the context of increasing digitalisation, with particular attention to CX leadership, CX governance and one additional critical success factor such as people, CX structure or innovation. Practical recommendations for improving the customer experience should be provided. The assessment requires academic writing, evidence-based critical analysis and Harvard referencing. The report should use appropriate figures, diagrams and research evidence and follow the specified presentation requirements. The assignment assesses students’ ability to understand the importance of CX, evaluate CX performance metrics, assess seamless omnichannel journeys, and critically reflect on CX strategies and digitalisation.
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Managing Customer Experience
1,000 words
Customer Experience Strategy Report
This formative assessment for the Managing Customer Experience module requires students to prepare a 1,000-word business report analysing the customer experience (CX) strategy of one selected company in one specific country where the company operates. The report is written from the perspective of a customer experience consultant and is intended for the Board of Directors of the chosen organisation. Students must apply relevant customer experience concepts, academic literature and practical examples to evaluate how the organisation creates value for its customers and supports business success. Students must select one company from the organisations provided in the assessment brief: H&M, Chen One, or M&S. The selected company and the specific country being analysed must be clearly identified in the report. The first part of the report requires an explanation of the concept of customer experience and an evaluation of its importance to the success of the chosen brand. This includes considering the role of CX, mutual benefits for the organisation and customers, the impact of CX on business and financial performance, and examples of how the brand has used customer experience to achieve competitive advantage. The second part focuses on how the selected brand delivers a seamless omnichannel customer experience. Students must discuss the organisation's strategy for creating a seamless customer journey, including the role of customer personas and customer journey maps. A detailed customer persona should be developed based on research and data analysis, covering the profile, goals, pain-points and motivations of the selected customer. Students must also create a customer journey map covering stages, needs, activities, feelings, pain-points and opportunities for improvement. The report should critically evaluate how effectively the chosen organisation creates a seamless customer journey and identify potential areas for improvement. The assessment is aligned with learning outcomes concerning the importance of customer experience to business success and the evaluation of seamless omnichannel customer journeys. The report should use an academic style, avoid first-person writing, and appropriately reference figures, diagrams and independent research using the Harvard Referencing System.
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Digital Marketing / Marketing Analytics
2,483 words
Digital Marketing Analytics (BS783) — GA4 Performance Analysis and 90-Day Campaign Strategy for the Google Merchandise Store
This Level 7 report positions the writer as a digital marketing consultant engaged by the Google Merchandise Store, a live e-commerce operation. All quantitative work is drawn from the public GA4 Analytics Demo Account, so the analysis rests on real platform data rather than invented figures, and the report is structured in two halves that move from diagnosis to prescription. Part A is research and analysis. It opens by defining and evaluating the role analytics currently plays in shaping the store's digital marketing strategy — what is being measured, what that measurement is used for, and where the strategic gaps sit — grounded in marketing performance-measurement literature rather than description of the interface. The tactical analysis then assesses how effectively the store's digital channels and social content drove traffic and conversions across two defined quarterly reporting periods. Performance reporting follows, comparing the two periods in detail to identify the strongest customer segments, acquisition channels and products, and — more importantly — offering a reasoned explanation for why performance differed between them, distinguishing seasonality and campaign activity from genuine structural change. Part B turns to campaign strategy for a niche lifestyle market segment. A customer persona is developed and supported by the behavioural evidence visible in the GA4 data rather than asserted demographics, and a full journey map traces that persona from awareness through consideration, conversion and retention, identifying the friction points at each stage. Strategic recommendations then propose specific enhancements to channels and content aimed at that audience, each justified against the performance evidence from Part A and against the competitive landscape the store operates in. The final section builds the measurement architecture for the proposed campaign over the following ninety days. It sets goals and performance management parameters, selects the tools and metrics that will track them, defines the reporting cadence and the decision thresholds that trigger optimisation, and places particular weight on measuring return on marketing investment — connecting spend to sales, leads and customer satisfaction rather than to vanity engagement figures. Attribution limitations and the practical constraints of GA4 measurement are acknowledged where they affect confidence in the numbers. Throughout, screenshots and exported GA4 reports evidence the claims made, academic and practitioner sources support the analytical framing, and Harvard referencing is applied consistently. The submission is a single file through Turnitin.
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Customer Experience / Business Management / Marketing
2,500 words
Customer Experience Strategy Analysis in the Global Quick-Service Restaurant Industry
This MSc assessment requires students to produce a 2,500-word business report critically analysing the customer experience (CX) strategy of a major organisation operating within the global quick-service restaurant industry. Students must select one company from Starbucks, McDonald’s or Chipotle Mexican Grill and focus their analysis on the organisation's customer experience strategy within one clearly identified country. The report is written from the perspective of a CX consultant and is intended for the chosen company's Board of Directors. The assessment first requires students to explain the concept and strategic importance of customer experience and evaluate how CX contributes to business success. This includes examining the mutually beneficial relationship between the organisation and its customers, assessing the impact of CX on business and financial performance, and using company-specific examples to demonstrate how customer experience can create competitive advantage. A major part of the report focuses on the organisation's ability to deliver a seamless omnichannel customer journey. Students must develop a research-informed customer persona covering customer profile, goals, pain points and motivations, and then construct a detailed customer journey map addressing stages, needs, activities, feelings, pain points and opportunities for improvement. The effectiveness of the organisation's existing customer journey must then be critically evaluated and practical areas for improvement identified. Students must also evaluate three customer experience metrics, examining their benefits, limitations and relevance to the selected brand. The final part of the report critically evaluates the organisation's customer-centric culture in the context of increasing digitalisation, with specific consideration of CX leadership, CX governance and one additional critical success factor such as people, organisational structure, strategy, process or innovation. The report must be presented in an academic business-report format with an automatic table of contents, page numbering, consistent formatting and 1.5 line spacing. Academic sources, figures, diagrams and independent research must be appropriately cited using the Harvard Referencing System. Important for the public library: because the brief allows three different companies and any country, keep the Reference Library title generic unless the uploaded past work is specifically based on one brand. If the actual completed assignment is on Starbucks, McDonald’s or Chipotle, I can give you a more specific title and key topics for that exact work.
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