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Part I:

Locate an online article related to customer retention and customer satisfaction, which provides an example of the importance of these topics in business today.

Briefly summarize the article, relating it to specific information discussed in your text. Identify how the practices of the business are addressing the customer expectations of availability, accessibility and accountability. Address how the needs of the twenty-first century are being met by the points in the article.

Part II:

The second part of the paper should include the following:

1. Your assessment of how customer satisfaction and retention are related and need to be valued in regards to business processes.
2. Support your finding with examples of your own personal experiences into your assessment of this topic
3. Relate your assessment to the information discussed in your text in regards to this topic.

Note: If you do not include your opinion, the paper WILL NOT be graded.

The paper should be 1-2 pages in length, double spaced with a font size not larger than 12 point, New Times Roman.

Correct APA formatting is required, including proper references and in-text citations.

Part I: Examine the customer service in your organization

In relation to this module’s content, observe and describe the following as you would view it from the customer’s perspective:

1. Availability - How are services provided to meet your customer’s schedule?
2. Accessibility - What are ways your customers can reach you when needed?
3. Accountability - What is the time it takes, in general to address the needs of the customer? How is this evaluated?

Part II: Use of technology

Describe your company's use of technology. Address the following in your description:

1. What twenty-first century technologies are used by your company to connect to customers (call center, social media, online support, webinars, email, etc)?
2. How does your company use the technologies available? What is the purpose of each?
3. How is each type of support evaluated? How do you get feedback from customers?

Describe the systems, procedures and policies in place and provide specific examples of these being followed.

Part III: Recognition programs

Analyze how your company shows recognition and appreciation for the customer.

1. What are specific ways you show that you appreciate for the customer and care for them and their business?
2. How do you gain feedback from customers? What changes have been made due to the feedback received?
3. Describe the systems, procedures and policies in place and provide specific examples of these being followed.

The paper should be 1-2 pages in length, double spaced with a font size not larger than 12 point, New Times Roman.

Correct APA formatting is required, including proper references and in-text citations.