Refer to the service blueprint you developed in assignment 1 (attached)
More deeply analyse the end-to-end customer journey and identify which customer thoughts, emotions and senses are engaged throughout.
Identify and justify where there is opportunity to improve the customer journey (i.e. enhance the customer experience across touchpoints) and, at the same time, allow the firm to maximise its revenue.
Based on Leonard Berry’s (2000) Cultivating Service Brand Equity and “A services branding model” recommend two strategies to capture the opportunities for improvement of the customer experience and maximise firm revenue and profitability. Support your answer with relevant theory/ concepts (i.e. customer experience, revenue management, service innovation and standards, value creation, services cape, etc.).
