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Improving the System of Communications for Britannia Language Centre

Student: Olga Tiutiunshchikova

Supervisor: Irina N. Shafranskaya

Faculty: Faculty of Economics, Management, and Business Informatics

Educational Programme: Smart-Marketing: Data, Analysis, Insight (Master)

Year of Graduation: 2020

This work is devoted to the study of improving personal communications in the touch system for customers of the Britannia language center. The aim of this work is the development and implementation of a touch system based on an analysis of the existing customer base and the customer journey map. The stages of work consisted of studying the theoretical foundations of building a personal communication system, analyzing the client base in the context of “contacts” and “clients who started to study,” conducting in-depth interviews and surveys to identify barriers and pain for clients to build a customer journey map and create a plan for implementing the system touches for Britannia language center. The results of this work are the customer journey map, certain barriers at each stage of the funnel, as well as recommended ways to overcome these barriers. The main result of the work is a phased plan for the implementation of the touch system, a developed content plan for the next year June 2020 - May 2021, as well as written instructions for the implementation staff. The work includes 32 figures, 4 tables, 8 applications and a list of references, consisting of 51 sources.

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