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Part 1: Developing Journalism Articles
Story Concept 1: Voice of the Caribbean CustomerFor each article you create, create a survey of questions to collect data.
Research and Background:
Begin by researching the distinctions between customer service and customer experience (CX). Customer service typically refers to the direct support or assistance provided to customers, while CX encompasses the overall journey and perception a customer has with a brand, including all touchpoints and interactions.
Define customer service and CX with clear examples.Example: Customer service involves immediate assistance during a transaction (e.g., resolving a complaint). CX is the holistic impression a customer forms over time, influenced by every interaction with the brand.
Explore industries where customer experience is critical (e.g., hospitality, retail, restaurants).Examples: Investigate local entities in the US Virgin Islands (USVI) such as:WAPA
VIYA
Tempo
HOT ONES USVI
Liberty USVI
T-Mobile
The Market Stx
USVI Government
Concept Draft:
Develop a narrative focusing on the significance of customer feedback in improving CX.
Consider interviewing individuals in the community for diverse perspectives on customer service experiences.
Use social media platforms to gather quotes and opinions related to customer satisfaction.
Journalism Story Draft:
Craft a detailed and revised journalism article for a Vice or Wall Street Journal-style video.
Use a professional tone with proper citations.
Integrate potential quotes and interviews seamlessly.
Story Concept 2: Local Success Stories: CX EditionIdentifying Local Businesses:
Profile successful local businesses renowned for exceptional customer experiences, such as:
KB MoneyHouse & SeNé’s Hair Studio
Boomarang Eats
Apollo Legion
Felix London
Miss Naturalista St. Croix
Rugged Youth
Upper Class
Laced Legacy
Research and Interviews:
Conduct interviews with business owners to understand their customer-centric strategies and what sets their CX apart.
KB MoneyHouse & SeNé’s Hair StudioOwners: A-Santé SenéKB MoneyHouse Facebook
SeNé’s Hair Studio Facebook
Boomarang EatsFounders: Khalid and Zayd SaleemBoomarang Eats Website
Apollo LegionOwner: Pollo GoodingsApollo Legion Facebook
Felix LondonFounder: DPMNM-Felix LondonFelix London Facebook
Shop DPMNM Website
Miss Naturalista St. CroixOwner: (Details not provided)Miss Naturalista Website
Miss Naturalista Facebook
Rugged YouthOwners: (Details not provided)Rugged Youth Facebook
Rugged Youth Website
Upper ClassOwners: (Details not provided)Upper Class Website
Upper Class Facebook
Laced LegacyOwner: (Details not provided)Laced Legacy Facebook
Concept Article Draft
Journalism Story Draft:
Develop a well-structured article, integrating insights from interviews and research.
Part 2: Script Development
Story Concept 1: Voice of the Caribbean CustomerScript Development:
Craft a detailed script that mirrors Vice or The Wall Street Journal style.
Introduction:Define customer service and CX, highlighting distinctions.
Emphasize the importance of customer feedback in improving CX.
Effective Feedback Gathering:Discuss methods for effectively gathering and analyzing customer feedback.
Local Perspectives:Include interviews and quotes from community members on customer service experiences.
Interview Preparation:
Develop insightful questions for guest speakers and street interviews:
What methods have been most effective for gathering customer feedback?
How do you prioritize customer experience in daily operations?
Can you share specific strategies that enhanced your business’s customer experience?
Story Concept 2: Local Success Stories: CX EditionScript Development:
Create a detailed script focusing on local businesses’ CX success:
Introduction:Introduce featured businesses and their exceptional CX strategies.
Business Strategies:Highlight unique approaches that have led to outstanding customer satisfaction.
Interviews and Insights:Include quotes and insights from business owners and patrons.
Interview Preparation:
Prepare questions for business owners: listed above from part 1
What challenges did you face in improving customer satisfaction?
How important is local community feedback in shaping your business’s customer service approach? Develop more questions
Visual and Editing Plan
Visual Storytelling:
Plan visuals to complement the narrative—footage of local businesses, customer interactions, and community scenes.
Editing Style:
Aim for polished editing with graphics, text overlays, and music characteristic of Vice or Wall Street Journal videos.
Production Execution
Interviews and Filming:
Conduct interviews with business owners and gather street interview content.
Footage Collection:
Capture B-roll footage showcasing local businesses and customer interactions.
Final Touches
Citations and References:
Incorporate professional citations and references to support journalistic integrity.
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