Design a Branded Customer Experience for your own company

Certificate Assignment – Guidelines
1. Write this paper on an individual basis in English.
2. Your paper will be evaluated for how well you understand CEM, how practical your
ideas are, and how clearly and creatively you make your points. If your company has no CEM implementation yet, please provide your suggestions on how to enhance the customer experience management in your company.
3. You are advised to write in-depth on CEM on how to apply what you’ve learned from the two-day program. Less is More. You don’t have to cover all the six modules content in one paper, but you have to apply some key concepts and tools, like emotion curve, peak-end rule, branded pleasure and good pain etc. to demonstrate your understanding and mastery of the Branded CEM Method. A graphical presentation of the emotion curve is mandatory.
4. The paper should be between 3,000 – 5,000 words, in word format. PowerPoint presentation will not be accepted.

ertificate Assignment – Reminders
1. Word count: it is not the utmost important thing and we do allow a certain degree of flexibility, e.g. 10% buffer, the requirement is nevertheless, set to ensure your paper has sufficient details to support your suggestions and ideas and make it an applicable solution to your selected subject topic.
2. Solid application: since the program is designed and developed based on the Branded CEM Method, we can only certify against our own methodology and we need to see how you apply the learnt concepts and tools from the 2-day program in your business case. In other words, you have to demonstrate your understanding and mastery of the taught methodology in order to get certified.
3. Use of data: If you could use real data in your business case, that will be a bonus, but you are certainly allowed to make hypotheses or assumptions to substantiate your points or arguments and you don’t need to wait for a ‘real case’ or ‘real data collected’ before submission.

Certificate Assignment – Sample Structure
• Design a Branded Customer Experience for your own company
– Choose one target customer segment, explain who they are
– What are their critical needs? What are your brand values, how these two match together?
– Choose one important touch-point
– Project two emotion curves
• Current base-line performance – what are the problems / limitations?
• Recommended branded customer experience – what are the beauties of the recommended curve?
• Compare and explain the two curves in details by applying the theories and tools learnt from the course