Assessment 1B - Customer Experience and Brand Analysis of 'Service Blue Print of DHL
•Main things to include in the report:
1.Service Blueprint. Which parts of the blueprint would tend to be most emotional?
2.Based upon your blueprint, identify and justify opportunity(ies) for the provider to make a "better" customer experience. [where relevant, discuss what senses are most actively engaged along the customer journey?]
3.Provide recommendations on the provider's strategies to capture these opportunities so that they not only create more value for the customers (hence "better" customer experience) but also get more financial return (maximise its profit). Support your answer with theory/coursework (Hints: customer experience, revenue management, service innovation and standards, value co-/creation, servicescape etc.).
4.Based on "Cultivating Service Brand Equity" of Leonard L. Berry (2000) 'Cultivating service brand equity', recommend two brand strategies to build a strong brand. Support your answer with course concepts
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