mapping out and evaluating a customer journey and service experience of service of your choice for our main research project which is due on week 7.

Here are some ideas to consider.

1) Type of service (medical, education, legal, customer service, Online, etc)

2) Identify touch-points (points of customer contact) from point of first contact to consumption of service. :

A) Visualize & map out the entire process from initial contact to the conclusion:

B) Identify phases that are distinct and (some requirements are different for different services)

c) Analyze each and develop Benchmarks and Expectations

3) Discuss the required competency level of each touch-point:

a) Education & experience (Reasons)

Customer Perspective:

4)) Based on your experience with the service, evaluate your experience at each touch-point (Customer's point of view)

5) Identify and discuss areas that met your expectations

6) Identify and discuss areas of deficiencies.

7) Suggest methods of improvement.

Analysis

A)Gap Analysis (Benchmark - Customers' expectations & experience)

B) Identify and discuss deficiencies:

C) Methods of improvement (Correction):

D) Timeline and Pilot test

7) Develop an implementation process.

A) Training, Incentives, expectations:

8) Any additional information you which to discuss in your paper.