Discussion 4 - Customer Satisfaction

What is the value of customer satisfaction for an organization? Using the terms and analyze your assigned organization in terms of customer satisfaction. Describe two examples of how your assigned organization brings to life the major points of the articles by either Berman (2005) or Agustin & Singh (2005).

Please make your initial post by Wednesday, and respond to at least two other students' posts by Sunday. Refer to the discussion question policy in the Syllabus for specific grading criteria.

Facilitating Learning Objectives

Evaluate the contribution of physical layout, use of space, traffic patterns and lighting to brand image and persuasion.
Evaluate the contribution of merchandise presentation, selection, depth and accessibility to brand image and persuasion.
Evaluate the contribution of salesperson approach and training to brand image and persuasion.
Evaluate the contribution of the use of Customer Relationship Management (CRM) tools to build brand loyalty.

New Assignment

Overview

For this assignment, we will look at the in-store consumer experience by examining the factors of merchandise selection, placement, and salesperson approach and relationship management. Each of you will visit a physical store and create (and share) a Padlet "scrapbook" of your experiences. You can take pictures and write out your reflections of the store's brand image and use of techniques of persuasion. You can also provide recommendations for refinement of their brand image presentation in a holistic or empirical sense based on the course readings or your own research.

Instructions

For your initial post, you will use the padlet platform to create a scrapbook of your reflections and impressions from your physical store visit, and share your padlet with the class. Refer to the instructions in the Class Introductions activity on how to create a padlet. Upload relevant pictures, web resources, or other artifacts that will help you evaluate your experience.

Reflect on the following aspects:

Physical layout, use of space, traffic patterns and lighting
Presentation and selection of merchandise
Salespeople and customer service
Contribution of the use of Customer Relationship Management (CRM) tools to build brand loyalty
Overall shopping experience

When you have finished creating your scrapbook, embed your padlet in your initial post.

On your padlet page, click Share (upper right corner) >> click the Share/Export/Embed tab >> click Embed in your blog or website >> copy the code that it indicates (i.e. <div class=...</div>)
Once you have that embed code copied, begin your initial post on this page (for more info on posting discussion threads, see: https://community.canvaslms.com/docs/DOC-10561-4212190706)
You will need to need to post the embed code using the html editor and click Save (see: https://community.canvaslms.com/docs/DOC-10613-4212717416). Refer to the images to the right for guidance.

Your response is due Wednesday (Day 3)

Begin your post by clicking Reply below