Read Chapters - Expert Work

Read Chapters - Expert Work

Read Chapters 1-7 in The Definitive Guide to Social Customer Relationship Management (integrate observations from these chapters into your reviews)


Please review the attached documents and address the questions that follow: 

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QUESTION 1 Define the Customer Experience, use examples.

QUESTION 2 What is the difference between transactional customer satisfaction and customer loyalty? 

Read: Voice-of-the-Customer-Listening-to-Your-Customers-Keeps-You-On-Course.pdf
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QUESTION 3 Define the channels for listening customers and define how technology has changed the channels of communication. 

Read: Harnessing-the-Power-of-the-Many-2016-US-CEE-Analysis.pdfPreview the documentView in a new window


A. Discuss the differences between the UK and the US and who owns the customer experience. What approach do you find more meaningful and why? 

B. Review the sections on Customer Champions and identify the six pillars that makes these companies champions for customers. Use examples to illustrate your definition.

QUESTION 5: Finally identify a company or business that is reviewed in the reading(but could be one from the top 100 on page 39) and why you think it meets the six pillars and why it is a champion for customers. Please use examples, definitions, references to other readings if they apply and critical thinking to illustrate your case for the business. Integrate concepts from the leadership behaviors noted on page 36-38.


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