"Strategy for Formulating a Plan for Success" "Empowerment" "Motivation"

Rio SBS 214

Mid- Course Apply Your Knowledge Assessment – Customer Service Success Strategy

As you discovered in this lesson, one of the most important things you can do to ensure the growth and sustainability of your small business is to provide your customers with a high quality of customer service. This type of service takes a strong plan. This plan is referred to as your Customer Service Success Strategy.

Instructions: For this assignment, you will be addressing the first four guidelines presented in the Development of a Strategy section on page 57 (and listed below). You should respond to each question independently. Your response should completely address all parts of the question. Make sure to cite any references you use within each section in APA format and use a word processing program to check your work for appropriate spelling, grammar, and sentence structure. Paste your answer into the online submit form.

Guidelines

Segment your customers into groups with similar characteristics (10 points)

For this component of your Customer Service Success Strategy, describe each segment of your customer base, or if you don't own a small business today, your future anticipated customer base. You might segment your customers by age, what they purchase, how they use your services, what motivates them to buy, etc. Think about your most valuable customers: How are they similar or different? Be sure to describe these customer groups in detail.

Identify the largest and most profitable customer groups (10 points)

Your Customer Service Success Strategy must address the needs of your largest and most profitable customer groups. In this section, describe these customer groups. When you are creating your plan, initially, it is better to serve the largest customer group, representing the majority of your business. You can create a plan for the other segments at some point in the future.

Determine your customers' expectations (10 points)

In this section of your Customer Service Success Strategy, you are tasked with finding out what your customers want from their experience with you. The ideal way to do this is by conducting a customer survey. Unfortunately, this is not always feasible. For this activity, you will anticipate what your customers expect from you today or will expect in the future and describe those expectations in this section. Think about the largest, most profitable customer segment for this question. Once you identify these expectations, you should go back to your customers and validate your assumptions with them.

Develop a plan to achieve their expectations efficiently (30 points)

Finally, as a part of your Customer Service Success Strategy, create at least two customer service strategies: one strategy should be for your employees and one should be for your customers. To complete this activity, you may have to put on your innovative thinking cap. Also answer the question, how will these two strategies integrate to help you succeed in your small business?

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