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Brand value perception of the Czech Olympic Team
Rovňanová, Michaela ; Voráček, Josef (advisor) ; Nachtigalová, Petra (referee)
Title: Brand value perception of the Czech Olympic Team. Objectives: The aim of the thesis is to find out the position of the Czech Olympic Team brand, including the perception of sponsors, and based on this finding to design a Customer Journey Map project for a selected partner, which would help improve the functioning, perception and attractiveness of this partnership with COT. Methods: The theoretical part was developed through the study of professional literature. The key for data collection was a quantitative method of electronic surveying on a representative sample of the Czech population and visitors to Olympic festivals. The comparison of data from individual waves of surveys provided the greatest benefit. Based on these results, the respondents' experiences were visually processed using a special Customer Journey Map method and specific recommendations were proposed. Research by the International Olympic Committee complemented our own information about the Olympic brand. Results: The brand of the Czech Olympic team is no stranger to the Czechs, they associate it with the Czech representation and have a positive attitude towards it. They perceive the brand as honest, positive and traditional. The most frequently mentioned partner of Czech Olympic Team is the former general partner Škoda...
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Service innovation: The use of service design in practice
Kánská, Kateřina ; Jaklová, Martina L. (advisor) ; Siser, Roman (referee)
The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.
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