Order Description
the task that im going to do is about mark and spencer
Name of service provider ? Mark and Spencer
Scope of services – Organising idea – and the service specification – Personal style adviser
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TASK – the customer journey and the service process evaluation – Define and evaluate the process for acquiring clothes style advice for your own profile. Note that you may wish to save the data and should be prepared to input personal information so may need to do this privately.
Web link – https://www.marksandspencer.com/s/women/style-adviser
Thinking about what to do:
Imagine that you are a customer – a user of the service
AND
Also imagine that you are a consultant advising on the service experience so that the design can be improved
YOU NEED TO DO A DIAGNOSIS – so you will need to know what the concept of the service is; and to be able to scope the offering out in the form of a blueprint
Then from the blueprint you will know the processes that they conduct within the service delivery – but this only gives a small amount of detail so you will need to consider what the specification and detail of the service is.
You should be able to find out the detail about how the service works from the website; often this is at the bottom of the site; and is sometimes called Terms of Use or Terms and Conditions. Or it may be under Customer Service or Customer Care. Every organization will do it slightly differently.
Then you should scope out the customer journey for the service process that you have been given. When you put the blueprint together you will find that some of this will already be in your detail so you just need to extend it.
Then you need to add the emotions to the journey – look at lecture and below for the customer journey combined with the emotions. What is good about the journey and what is not good about the journey? What can be changed?