The Student is Required to Select a Five Starts Hotel: Communication and Customer Service Management Assignment, OU,
| University | The Open University (OU) |
| Subject | Communication and Customer Service Management |
Assignment Brief:
The student is required to select a five starts hotel. Then research the current state of the service delivery and communications strategy. The focus of this report is to identify pain-points in the service delivery, customer touchpoints, competitor analysis (service differentiation). The findings from this report will be used to develop submission 2.
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Structure of the report:
1. Executive Summary
2. Introduction
3. Overview of Company
4. Target market
- Include user persona
5. Current State of Service Delivery
- Overview of Service Delivery
- Customer Journey
- Communication Strategy
6. Primary Research
- Mystery Shopper form
- Findings
7. Competitive Analysis
- Main competitors
- Points of Differentiation
8. Conclusions
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