Case Example 71 – Britannia Building Society Evaluate the process of defining the Customer Experienc

Case Example 71 – Britannia Building Society Evaluate the process of defining the Customer Experienc

Case Example 71 – Britannia Building Society Evaluate the process of defining the Customer Experience utilized by Brittania Building Society To what extent can the Customer Experience be managed and how it could be managed?
-Need 3 references relative to the topic
-No essay format
-Full of thoughts and insights
Textbook used -Robert Johnson, Graham Clark and Michael Shelver(2012): Service Operations Management- Improving Service Delivery