Reference no: EM132970217

You will select an existing small business in your neighborhood on which to base your project. It will not be a big corporate or a known brand name but a local business e.g mechanic shop, salon, restaurant, bakery or could even be your own business or a start-up where you work. It could be a local car maintenance shop where you go for car repairs or the new dry-cleaning shop in your neighborhood.

Your job will be to incorporate customer relationship management in the business's overall strategy and operations and demonstrating critical thinking and written communications. You might go and ask the business to share their business's goals, customer profiles or use your imagination to develop your own answers.

Task 1: Incorporate customer service goals in the business's overall business goal or marketing strategy

Task 2: Communicating with diverse customers

-Who are the customers for the business? Try defining them by explaining

-Demographically (Age, Gender, Culture, Diversity)

-Motivation (why are they coming to shop here?)

-Fears (what might dissuade them from doing business here?)

-Design a list of Do's and Don'ts which the company should keep in mind while servicing the customers.

Task 3: Incorporating technology in Customer service

-Identify areas of the business and where technology can play a role in the delivery of effective customer service.

-Search the internet and identify customer service technology that can help the business (Hint: visit YouTube and search the phrase "customer service technology")

Task 4: Designing customer loyalty strategies and programs

-Propose a customer loyalty strategy and suggest a customer loyalty program or program. Be very detailed in your descriptions.

-List some strategies for preventing customer dissatisfaction

-List some strategies and programs for exceeding customer expectation