For this assignment, you will apply the principles of customer performance to your service business idea. You’ll analyze how specific behaviors impact customer engagement, retention, and satisfaction, and set a high-performing service goal to improve overall customer experience.

Objective:
Develop strategies to enhance customer performance in your service business by identifying behaviors that engage and disengage customers, and establishing goals to improve service outcomes.

Identify 2 behaviors that can improve customer performance by increasing satisfaction and engagement. Describe how these behaviors can lead to better customer loyalty and positive word-of-mouth.
Example: Personalized service, where employees remember customer preferences or anticipate needs, can boost engagement and create loyal customers.
Identify 2 behaviors that can lead to disengagement in your service business. Explain how these behaviors negatively affect customer performance and satisfaction.
Example: Slow response times or lack of follow-through on customer requests can make customers feel ignored, leading to a drop in loyalty and engagement.

High-Performing Service Goal. Define one key service goal that focuses on improving customer performance in your business.
Example: “Achieve a 95% customer satisfaction rate by the end of the year.”

Explain how you will measure success for this goal (e.g., customer surveys, repeat business) and what behaviors (e.g., timely service, personalized interactions) will help achieve it.
Example: You could measure success through regular customer feedback surveys and aim for a certain threshold of satisfaction.

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