Submit a 2,500 word report that addresses the following:
- Provide a review of the challenges faced by Emirate when delivering a high quality customer experience
(20 marks)
• What barriers are in place that may stop the company providing a high quality CX?
• May be internal or external (e.g. staffing, processes, customers, uncontrollable factors etc.)
• Use past reports of what can cause issues in your chosen sectors etc.)
• Where possible link this to literature from the module (e.g. crisis management, service failures, services marketing, CX, service design, marketing-logistics etc.) - Suggest three new activities Emirate can adopt to improve customer engagement
(20 marks)
Sample Solution
