Chose Burberry Brand , with a strong history and heritage, and a global presence.
Answer the questions below, using the various concepts and learning outcomes
reviewed during the entire course. Constitute a group of 2 persons.
You will treat 6 questions individually in your written submissio.
1- Describe the “Common purpose – vision” of the company (“The Purpose of the
Organization”) his DNA with its core values. How is Service embedded in
what they do?
2- Detail its client’s profile, describe their aspirations, expectations and
behaviors.
3- Define one of their Cycle of Service and give 3 examples of “Moments of
Truth” for this company.
4- Which WOW key principles are being implemented and which advantages did
they build to ensure customer loyalty?
5- Based on the Client’s Engagement platform, describe some tangible elements
that could be applied to this company’s organization’s structure to reach, gain
and retain clients.
6- Using the principles of Elements and Keys to Operational Excellence, explain
how the company functions, how it responded to the crisis and tried to
surpass it.
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