Place your order now for a similar assignment and have exceptional work written by our team of experts, At affordable ratesFor This or a Similar Paper Click To Order NowWeek 5 Discussion | Graded – PEER REPLIES ONLY. EACH REPLY SEPERATE AND 1 SEPERATE SOURCE OR MORE PER PEER REPLY. APA, 150 WORDS, SUBSTANTIAL REPLY ADDING TO WHAT THEY WROTE, PEER WORK IS BELOWAssociated ObjectivesDescribe what customer relationship management is and its strategic valueCustomer Relationship ManagementThink of a company that you believe delivers superior service and quality customer relationships through a high- touch approach to customer service. Discuss the company and why you believe its service is superior. Demonstrate this by showcasing examples of how the company provides quality customer service.ParametersUse APA styleBe sure to support your post with at least one quality academic reference and examples. Follow Written Assignment Requirements Announcement for the types of sources to use. Days of engagement: 3Initial post due: Wednesday Peer responses: two peer responses due Sunday – Responses must be substantial and add to what the peer wrote. 1 or more valid academic sources per reply.PEER 1When thinking about a company that delivers superior service, Chick-Fil-A comes to mind. They have been at the top or near the top of lists ranking companies with the best customer service. Service quality in fast-food restaurants falls on the backs of the frontline service employee (Swimberghe & Wooldridge, 2014). One of the things that stands out most is the employee attitudes. It seems to be about getting the customer in and out at many fast-food restaurants, and the employees do not do anything to make customers feel appreciated. Chick-Fil-A is different in that they will use a person’s name to address them by name, which makes the customer feel like more than just a number. They also respond with “my pleasure” instead of “you’re welcome” when responding to a thank you. The founder of Chick-Fil-A believed that by saying “my pleasure,” the restaurant would be set apart from the rest (Meyersohn, 2022).It is essential to keep the customer happy, and again, Chick-Fil-A excels in this area. When their drive-thru line would be backed up, they would send an employee out with a tablet and take orders to keep the ordering process moving along. During Covid, indoor eating was impossible, and Chick-Fil-A lines were very long. Therefore, the use of the tablets became very important, and their lines usually moved quickly, whereas some other restaurants struggled with their drive-thru lines.Those who dine in can expect their meal to be delivered to their table, and employees will check-in and make sure the customer has everything they need. Tables are cleaned promptly, which many other fast-food restaurants fail at doing. Chick-Fil-A strives to provide the customer with a great experience from the moment the order to the time they leave. Little things add up to make a great experience and prove that Chick-Fil-A provides superior customer service.References:Meyersohn, N. (2022, April 9). Why Chick-fil-A workers always say “my pleasure.” CNN. https://edition.cnn.com/2022/04/09/business/chick-fil-a-my-pleasure/index.htmlSwimberghe, K. R., & Wooldridge, B. R. (2014). Drivers of Customer Relationships in Quick-Service Restaurants. Cornell Hospitality Quarterly, 55(4), 354–364. https://doi.org/10.1177/1938965513519008PEER 2Think of a company that you believe delivers superior service and quality customer relationships through a high-touch approach to customer service. Discuss the company and why you believe its service is superior. Demonstrate this by showcasing examples of how the company provides quality customer service.A good customer relationship management system is one where all things connected with customers are integrated and automated (Laudon & Laudon, 2020b). One such company is Amazon. I recently ordered some pants for my husband from Amazon. They did not fit, and I had to return them. The entire return process took about 10 minutes and within one day, new ones had been sent and my card refunded. I was amazed and surprised at how quickly this was done. I was able to print the return label and drop the package to be returned. My replacement order was overnighted to me at no cost to me, as well. The entire process was quick, easy, and efficient. I then received an email with a survey along with one on my phone app, and on the Amazon website. Also, after becoming an Amazon Prime member, the website tailors the experience based on previous searches and purchases to better help the customer find similar items of interest. Customer service like this, especially online, has been quite the opposite for me lately, until this. I was pleasantly surprised. I also reached out to the customer service department just to let them know I appreciated their efforts. Amazon’s customer management system philosophy starts with the customer and works backward according to their website (Amazon’s Leadership Principles, n.d.). This philosophy is an amazing concept for such an enormous company. Keeping the customer’s needs, wants, and best interests at the forefront of a company are not only an example of excellent customer service, but also the philosophy which all companies should follow, but MOST do not.TerraAmazon’s Leadership Principles. (n.d.). US About Amazon. Retrieved June 1, 2022, from https://www.aboutamazon.com/about-us/leadership-principlesLaudon, K., & Laudon, J. (2020b). Management Information Systems: Managing the Digital Firm (16th ed.). Pearson.For This or a Similar Paper Click To Order NowRelated
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