MKT203: Service Infographic – Management Assignment Help
3–4 minutes
Assignment Task

Your task

Individually, you will be researching the chosen service provider and preparing a 3-page infographic containing your responses to the tasks listed in the instructions below.

Assessment Description

Through this individual assessment, students will be able to explore how customer experience influences the design and implementation of service marketing activities in the real world. They will observe and communicate the business application of the related concepts learnt in class. While completing this assessment, students will also be applying the service marketing approaches to a range of business problems experienced by the service provider.

Assessment Instructions

In the week 7 class, your facilitator will provide you the names of 3 Australian CX (customer experience) award-winning service providers. You must choose only one service provider for this assessment. You will be required to research its services to prepare an infographic. You are free to use a graphic design platform of your choice (such as Canva) to prepare it. The infographic should convey all relevant details and address all components for three of the following tasks.

Compulsory task:

Emerging trends adapted by the service provider and their possible impact on customer experience

Optional tasks (choose any 2):

The three layers (core, facilitating and enhancing) of the service offering
The services cape
The customer perceived value
The service blueprint
Potential sources of the three kinds of conflicts for service employees The infographic must include relevant concepts from at least weeks 7-11.

In preparing this presentation, you must use at least 5 sources of information and reference these in accordance with the Kaplan Harvard Referencing Guide. These may include corporate websites, business social media accounts, published customer reviews, government publications, industry reports, census data, journal/newspaper/magazine articles. These sources should be included as in-text citations and a reference list at the end of your infographic. An additional page can be added to the infographic (page 4) to include the reference list. Topic is Emerging trends adapted by the service provider and their possible impact on customer experience

Infographic Title: Emerging Trends and Their Impact on Customer Experience in [Service Provider Name]

In this infographic, we will discuss the emerging trends that the [Service Provider Name] has adapted to and their possible impact on customer experience.

Artificial Intelligence (AI) and Chatbots:
The [Service Provider Name] has recently implemented AI and chatbots to improve customer experience. These technologies provide immediate assistance to customers, reducing waiting time and increasing customer satisfaction. AI and chatbots can also help the [Service Provider Name] to collect customer data, analyze it and provide customized services, further improving customer experience.

Omnichannel Approach:
The [Service Provider Name] has adopted an omnichannel approach to customer service, providing customers with multiple channels to interact with them. Customers can reach out to the [Service Provider Name] through various platforms such as email, phone, social media, and live chat. This approach provides customers with more options to choose from, improving convenience and customer experience.

The [Service Provider Name] has started to personalize its services by analyzing customer data and providing customized services. Personalization makes customers feel valued and provides them with a more personalized experience. This trend can improve customer loyalty and increase customer retention.

Contactless Services:
The COVID-19 pandemic has forced the [Service Provider Name] to adopt contactless services. The [Service Provider Name] has implemented digital payment options, self-service kiosks, and online appointment booking systems, reducing physical contact and improving safety measures. Contactless services also provide customers with a more convenient and hassle-free experience.

The [Service Provider Name] has adopted several emerging trends to improve customer experience. AI and chatbots, an omnichannel approach, personalization, and contactless services are some of the trends that the [Service Provider Name] has implemented. These trends have the potential to improve customer satisfaction, loyalty, and retention. As the [Service Provider Name] continues to adapt to emerging trends, it will continue to improve customer experience and maintain its position as a CX award-winning service provider.


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