How would rate your overall experience with company

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Reference no: EM133295071

Case Study:- I would like for you to compare three different coffee shops as a case study for Customer Relationship Management. Your task in this case study is to answer the questions below for three customer experiences you had. You need to go to THREE different places and order a coffee or a drink of some kind. At all three places you go to you must order something the same or similar. McDonalds and Tim Hortons are acceptable; Boston Pizza or similar restaurants are not as the emphasis is on being served coffee or drink. YOU CAN NOT USE THE DRIVE THRU!

Question 1:- How would rate your overall experience with company? Highlight how the company made you feel at the beginning of your encounter, the middle, and the end.

Question 2:- Using these three behaviors: A. Listening - "did they listen to hear?" B. Talking - Did the reply? Interact? C. Demeanor - Were they friendly? Attentive? What was their attitude? How did they effected your experience in a good way or a negative way?

Question 3:- What suggestions do you have that would enhance the company's overall customer relationship management? Name two. If you do not have a suggestion give me two reasons as to why you don't.

Question 4:- In what way have the companies used technology to enhance the customer experience?

Question 5:- Conclusion - Compare all three and choose the one that stood out the most compared to the other two and why.

Reference no: EM133295071

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