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Sofia University Customer Experience Management Discussion

Sofia University Customer Experience Management Discussion

Question Description

In Module 5, we are learning about and its marketing applications. Reflect on your major takeaways from the readings, videos, and presentations. In particular, consider how Customer Experience Management addresses the experiential perceptions of the whole person. Consider logic and reason as well as intuition and reflection in crafting your essay.

In your replies, consider posing reflective questions, providing opposing views, and sharing additional information that facilitates our understanding of customer experiences. Remember to cite your sources using APA format.

Discussion Rubric

The rubric for discussions can be viewed by clicking the three dots (top right) and selecting Show Rubric.  Please read it carefully to understand the expectations for discussions.

Discussion Rubric (TT)

Discussion Rubric (TT)

CriteriaRatingsPts

This criterion is linked to a Learning OutcomeComprehension

30.0 to >27.0 pts

Exemplary

Develops an initial post addressing the assignment with an organized, clear point of view or idea using rich and significant detail that expresses understanding and mastery of the module content (100%)

27.0 to >21.0 pts

Proficient

Develops an initial post that addresses the assigned prompt with a point of view or idea using appropriate detail that suggests module content was comprehended (90%)

21.0 to >0.0 pts

Needs Improvement

Develops an initial post with a point of view or idea that addresses the assigned prompt but with some gaps in organization and detail that suggest module content was not mastered (70%)

0.0 pts

Not Evident

Does not develop an initial post relevant to the assigned prompt with an organized point of view or idea; Initial post does not show understanding of module content (0%)

30.0 pts

This criterion is linked to a Learning OutcomeCritical Thinking

20.0 to >18.0 pts

Exemplary

Provides logic/reasoning/references to support opinion; elaborates with details based on personal experience and reading of secondary source material (100%)

18.0 to >14.0 pts

Proficient

Draws informed conclusions that are justified with evidence from reference material (90%)

14.0 to >0.0 pts

Needs Improvement

Logical conclusions are stated but lack support in the form of examples and evidence based on reference sources(70%)

0.0 pts

Not Evident

Does not draw logical conclusions; provides no details or logical support (0%)

20.0 pts

This criterion is linked to a Learning OutcomeWriting and Mechanics

20.0 to >18.0 pts

Exemplary

Good grammar; minimal to no spelling errors; generally well written and communicated in a professional manner; APA formatted references provided (100%)

18.0 to >14.0 pts

Proficient

Generally well-written in a professional manner but with some typographical, spelling, grammatical, and/or referencing errors that do not harm reader’s comprehension (90%)

14.0 to >0.0 pts

Needs Improvement

May contain grammatical, spelling, typographical, and/or referencing errors, so as to interfere somewhat with the reader’s comprehension (70%)

0.0 pts

Not Evident

Grammatical, spelling, typographical, and/or referencing errors are significant (0%)

20.0 pts

This criterion is linked to a Learning OutcomeEngagement

20.0 to >18.0 pts

Exemplary

Highly engaged with 3 or more threads contributed; a valued member of the discussion; Contributes meaningful and relevant, substantive replies that extend course understanding of concepts (100%)

18.0 to >14.0 pts

Proficient

Meets minimum requirement plus replies are relevant and meaningful (90%)

14.0 to >0.0 pts

Needs Improvement

Meets minimum requirement for base participation; Provides responses that are superficial in nature (70%)

0.0 pts

Not Evident

Does not meet minimum requirement for discussion participation (0%)

20.0 pts

This criterion is linked to a Learning OutcomeTimliness

10.0 pts

Exemplary

Submits on time, prior to deadline (100%)

10.0 to >7.0 pts

Proficient

Submits on time, prior to deadline (100%)

7.0 to >0.0 pts

Needs Improvement

Submits initial post one day late (70%)

0.0 pts

Not Evident

Submits initial post two or more days late (0%)

10.0 pts

Total Points: 100.0

Articles

Abraham, M. (2015, December 27). Experience mapping — learning from adaptive path. Medium.
https://medium.com/@maa1/experience-mapping-learning-from-adaptive-path-5fbfa1d96209 (Links to an external site.)

Bhattacharjee, D., Gilson, K., & Yeon, H. (2016, March). Putting behavioral psychology to work to improve the customer experiencePreview the document. McKinsey & Company.

Bradley, K., & Hatherall, R. (2015). Mastering the episodes that count with customersPreview the document. Bain & Company.

duToit, G., Englehardt, J., Sager, P., & Fruechtl, K. (2018, June 13). Experience is the new product; Here’s how to manage itPreview the document. Bain & Company.

Fontein, M. (2020, August). A practical customer journey mapping guide for CX professionals. Service Design Show. https://www.servicedesignshow.com/customer-journey/guide/ (Links to an external site.)

Hanover Research (2019). The state of mapping the customer journeyPreview the document.

Thomke, S. (2019, August 6). The magic that makes customer experiences stickPreview the document. MIT Sloan Management Review.


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