Customer Service Excellence
|Question # 46146||Writing||1 year ago|
Assignment OverviewUnit 5 - Individual Project
ASSIGNMENT DESCRIPTIONDeliverable Length: 35 pages (not including the cover page and the resource page) OBJECTIVES Assignment Details: One of the largest membership wholesale superstores is an innovator in customer satisfaction. This superstore is known for having loyal customers and an organizational culture focused on value for the customer. The return policy is unlike any other and puts the customer first. For example, it does not question the return of an item purchased 1 or 2 years ago. The same philosophy is applied both in-store and online. It has advanced technology that now competes with a large Internet-based superstore to provide excellent products and value for customers. The key to building strong relationships with customers requires trust, loyalty, and satisfying customer needs. Review the following materials for more information pertaining to the importance of trust when reaching customers: Behind Costco's Treasure-Hunt Shopping Strategy How To Get Customers To Trust You After reviewing the materials, download this assignment template, and then in a 35-page paper, answer the following questions: Customer loyalty is emotional rather than rational. Satisfying customers is not enough to earn loyalty. A customer must experience exceptional service worthy of repeat business. From a customer's perspective, why has the large superstore flourished in customer service where other retailers have not? When there is an exchange of money for products or service, trust plays an essential role. Customers remain loyal to companies that make them feel like they made a good decision to use them. What has the large superstore learned about the role of trust in creating customer loyalty? Enhancing customer satisfaction plays a key role in retaining customers. How could an organization enhance customer satisfaction to retain customers?