Module 3 – Case
MANAGING THE CUSTOMER EXPERIENCE
Case Assignment
Review the following case study. Note that there are several media sources available for you to get to know this case study:
Anonymous (n.d.). Providing a customer-centric service: A Zurich Case Study. The times 100 Business Case Studies. Retrieved from: http://businesscasestudies.co.uk/zurich/providing-a-customer-centric-service/introduction.html#axzz2LZe3EHzI
In a 3- to 4-page paper discuss the efforts put forth by Zurich to manage the customer experience and assess whether they are doing all they can do in this regard. Please provide a well-reasoned assessment and make sure you support your assessment with background readings. Finally, compare and contrast between the concepts of ‘Customer Experience Management’ and ‘Customer-centric’ organizations.
Assignment Expectations
This paper should be written in your own words and include:
An introduction stating the thesis, position, or central theme you plan to take or consider in your paper.
A main body that provides a cogent, well documented case in support of your thesis, position or central theme.
A conclusion concisely stating the main points of your analysis and the conclusions you reached.
Be sure to document your sources and provide in-text citations whenever you use information you obtained from a background reading or other outside source, as well as a separate reference list at the end of the paper. You MUST document where you got the information you are using in your papers! In-text citations are expected anytime you paraphrase an idea, or use data or information from another source. You must also limit using quoted material, and always use quotation marks and an in-text citation on the rare occasion that you quote another source verbatim.
The following criteria will also be used to assess your paper:
- Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
- Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
- Writing: Is the paper clear and well written with an academic tone?
- Use of Sources: Did the student apply recent, relevant sources to support key points?
- Mechanics: Was the paper properly formatted to include proper use of in-text citations?
Module 3 – SLP
MANAGING THE CUSTOMER EXPERIENCE
According to Jeff Parke (2012), “A successful service provider will lead the industry by emphasizing a customer-centric business model along with tactics that enable work groups to improve output, such as clearly defining roles, streamlining internal and external processes, and improving communication among team members.”
In a 2- to 3-page paper, describe the extent to which you would categorize your chosen organization as “customer-centric”. Give clear examples to support your arguments and provide recommendations for things your organization can do to become more customer-centric in relation to internal customer service management.
SLP Assignment Expectations
The following criteria will also be used to assess your paper:
- Meets Assignment Requirements: Is it apparent that all writing requirements are specifically addressed?
- Critical Thinking: Has the student integrated course materials into a well-reasoned presentation of ideas?
- Writing: Is the paper clear and well written with an academic tone?
- Use of Sources: Did the student apply recent, relevant sources to support key points?
- Mechanics: Was the paper properly formatted to include proper use of in-text citations?
Your essay should be 2 to 3 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from J. Bravo’s article written in 2010, that section of text must be followed with (Bravo, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.
Jermaine Byrant
Nicole Johnson
OVER
RATING
YEARS
