13 May MGT215 Sect1 Customer Relationship Management Module 2 Assignment
Write a 750-1,000 word essay addressing each of the following points/questions. Be sure to completely address the points below. Separate each section in your paper with a clear heading that allows your professor to know what topic you are addressing in that section of your paper. Support your ideas with at least two (2) citations in your essay. Make sure to reference the citations using the APA writing style for the essay. The cover page and reference page do not count toward the minimum word amount.
Go to the Internet sites listed in this week’s resources and write a report on your perception of each company and how it strives to provide excellent customer service. Use the six strategic customer service and experience goals listed in your text in chapter 2. Provide a few sentences, per website, discussing EACH strategic initiative based on your feels and company brand image. For example, loyalty and how BCBS fosters problem prevention. Be sure that you are citing your work and the websites you are obtaining the information from. Each discussion should contain about 250-300 words. Be sure to include a title page and reference page.
The six strategic customer service and experience goals that will be reviewed for each site below are:
Loyalty
Value
WOM- Word of Mouth
Effective VOC
Reduced Risk and Associated Costs
High Employee Satisfaction
Review the following websites from this week’s resources:
Blue Cross Blue Shield
Yum! Brands
Five Below
M2 Assignment UMBO – 2, 3, 4
M2 Assignment PLG – 1, 3
M2 Assignment CLO – 2
Instructions & Specifications
Submissions
Rubric
Start by reading and following these instructions:
Study the required chapter(s) of the textbook and any additional recommended resources. Some answers may require you to do additional research on the Internet or in other reference sources. Choose your sources carefully.
Consider the discussion and the any insights you gained from it.
Review the assignment rubric and the specifications below to ensure that your response aligns with all assignment expectations.
Create your assignment submission and be sure to cite your sources, use APA style as required, and check your spelling.
The following specifications are required for this assignment:
Length: 750-1,000 words.
Structure: Include a title page and reference page in APA style. These do not count toward the minimum word count for this assignment.
References: Use the appropriate APA citations and references for all resources utilized on each slide. Include at least two (2) scholarly sources to support your claims.
Format: Save your assignment as a Microsoft Word document (.doc or .docx).
Filename: Name your saved file according to your first initial, last name, and the module number (for example, “RHall Module 1.docx”)
After completing the assignment above, select the link below to access the next module overview.
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