Identify one company from the attached Temkin Report on company ratings by customer experience. You will note on pages 8, 9, 11 and 12 the best and worst companies are listed by industry. Select at least one of these businesses for your research.
Write a 3-4 page paper addressing the following:
1. Follow APA style for Memo Format (cover page and bibliography are not included in the page count but are required). For a helpful resource on this topic, see: https://penandthepad.com/write-apa-formatted-memo-6064176.html (Links to an external site.) – Generally you will see that memos are 1-2 pages, but this is a longer paper in terms of the requirements, so 3-4 pages total is okay for our purposes here.
2. Provide a 1-2 page overview of the business selected, why you chose this business, and the Temkin ratings (if available, if not available just provide an overview of what Temkin rates and how you think your selected business would rate). Integrate information from previous findings in modules 8 and 9 if appropriate. Research the business and use at least two sources from a newspaper, periodical, or journal regarding the business and find the business on the http://www.brandindex.com/ (Links to an external site.). (Not all businesses are listed there so if you don’t find yours find an alternative website). Discuss the business you selected (make sure that the business you selected is identified in the resources).
3. Identify pertinent passages from the textbook on how customer experience, customer relationship management, and customer service is provided by this company. Summarize/integrate these concepts into your analysis of how well this business builds customer relations (at least one page).
4. In at least one page, address the following questions regarding the business you selected:
In your opinion, is this business effective in building brand loyalty, emotional loyalty, & behavioral loyalty?
Does the business have a presence on Social Media? (Identify the sites)
How does the business use Social Networking sites? (provide examples)
Does the business have a mission statement, and if so, are the customers part of the mission statement?
Review the business’ web site and address how it is or is not customer-centric.
In your opinion, where can this business improve? (Don’t avoid this question by saying you don’t think this business has any room for improvement. If that is truly your opinion, then go into detail describing why you reached this conclusion)