Overview
You are required to complete a customer experience project. This project should be developed and based on a real life (your) customer experience. The case should outline the context and circumstances of a recent positive or negative customer experience, encountered by you. The project should consist of approximately 1000 to 1500 words. The project should be divided into four sections.
- The first section is the narrative of the case. You should provide information such as when it occurred, the name of the company, location, context, circumstance, and the actual customer experience (what you went through).
- In the second section, you will discuss what you would have done as a service employee to make positive use of the situation to enhance the brand experience.
- The third section should outline your reaction (what you would do) if you were the manager in charge of the organization and were made aware of the customer experience.
- As a customer, would you use social media to ‘voice’ your customer experience? If yes, discuss how. If no, explain why not.
Discussion: D-14, M12-13 - Groups and Teams - Small Group Discussion 1
[Image unavailable: directions.png]INSTRUCTIONS
Provide your input on the two threads using reply to each.
Please read items already submitted and try to provide your insights that differ or expand on previous responses. After you respond to the first prompt below, you will see responses of other students AND the additional thread.
[Image unavailable: speech-bubble.png]PROMPT
D14 Thread 1 of 2 - Tuckman's Model of Team Development
Both chapters 9 and 10 reference Tuckman's model. Share a brief description where you have participated in a team/group at school/work/organization where you have very clearly seen one of Tuckman's four stages: forming, storming, norming, and performing. Do not use individual or organization names. How did this group dynamic make you feel at the time, and now that you are aware of Tuckman's model what are your thoughts?