Discussions

Non-Verbal Communications 723

 

You arrive at the industrial purchasing agent’s office on time.  This is your first meeting.  After you have waited five minutes, the agent’s assistant says, “she will see you.” After the initial greeting, the purchasing agent asks you to sit down.  For each of these three situations answer the 3 questions that follow:

Situation 1: She sits up straight in her chair behind her desk.  She clasps her hands together and with little expression on her face says, “what can I do for you?”

Situation 2: She sits down behind her desk. She moves slightly backward in her chair, crosses her arms and, while looking around the room, says, “what can I do for you?”

Situation 3: She sits down behind her desk. She moves slightly forward in her chair.  She seems hurried, et she is relaxed toward your presence.  Her arms are uncrossed. She looks you squarely in the eye and with a pleasant look on her face says, “What can I do for you?”

Answer the following:

1. What nonverbal signals is she communicating?
2. How would you respond nonverbally?
3. What would you say to her?

 

Please answer the questions in atleast 150 – 200 words each.

 

Week6-750

 

Recall the trolley problem from the previous section. To meet the requirements of this exercise, please:

1. Post a response to the group indicating whether you would, a) pull the lever, thereby killing one person but saving five; or, b) allow the trolley to continue down the tracks, killing five people but sparing the one. Make sure to list two or three reasons why you selected the option you did.
2. Respond to another classmate’s post, refuting their choice and the reasons they gave for selecting it.
3. Respond to the refutation of your choice. Point out why you think it is wrong, particularly any logical fallacies or biases that were evident in the reasoning that was provided.

This assignment is worth 2.5 percent of your course mark.

 

Please answer the questions in atleast 150 – 200 words each.

Week 2-756

 

Part A

Imagine yourself working for your dream company. What is that company or what is that role?

• What do you think would constitute a high-impact interaction with a customer or prospective client in this company or role?
• How do you think you should prepare for such, and indeed every, interaction?

Part B

The cost-benefit analysis regarding continuing customer relationships requires a 360-degree view and evaluation of the relationship from the company’s perspective, as well as the customer’s. Below are the two perspectives and several key considerations in each:

Company: loss of control, exit costs, resource commitment, opportunity costs, reciprocity (referral)

Customer: product/service’s complexity, strategic significance, service/support requirements, total cost of ownership, fear of dependency, lack of perceived value in the relationship, lack of confidence in the supplier, customer is not relationship-centric, rapid technological changes

Select two key considerations from each point of view. Then, share your thoughts on how these considerations can impact customer satisfaction.

• Under what conditions might these considerations lead to a continued relationship?
• Under what conditions might the relationship terminate?

Please answer the questions in atleast200 – 250 words each.

 

Week4-756

 

This week’s discussion is a little different from what we’ve done so far.

This week, you will analyze a scenario and some related information to come up with solutions to a problem. There are no correct answers here; however, some answers may be better than others. I encourage you to be creative in your ideas and feel free to do research beyond the class materials.

Case Analysis 1 – Strategies for Customer Development

Customer development is the process of growing the value of retained customers. Companies generally attempt to cross-sell and up-sell products into their customer base while still having regard for the satisfaction of the customer.
Cross-selling, which aims to grow share-of-wallet, can be defined as selling additional products and/or services to an existing customer.
Up-selling can be defined as selling higher-priced or higher-margin products and/or services to an existing customer.

The Scenario

You’re the new Chief Revenue Officer for a mid-sized bank and you’re tasked with developing strategies for growing the share-of-wallet of your existing customers. Revenues from your customer base have remained flat for the past 3 years and you’ve been hired to find ways to reverse this trend.

Some Relevant Facts

The customer profile of your bank is:

• 60% Boomers
• 30% Gen X
• 10% Millenials/Gen Z

The market profile is:

Highly competitive, with low switching costs. All banks in the market offer similar products and services.

(Remember: Growing existing customers is cheaper than acquiring new ones.)

Your current value proposition is:

Come to us for all your financial needs!

The Problem

How do you grow share-of-wallet in these circumstances?

Some Advice

Review the CRM technologies listed in Chapter 4 of your textbook.

• Which of those technologies might you use to implement customer development strategies to help increase revenue from your existing customers?

Explain your choice of technologies and how you would use them.

When responding to this post, consider the problem. Use your imagination and creativity to add more context to the problem if you like. You can make some assumptions in your response if it helps you answer the prompt, but please clarify what those are. This allows the rest of us to follow your logic and thought process when reading your response.

 

Please answer the questions in atleast200 – 250 words each.

 

Week6-756

 

If you were to explain customer experience management to a 10-year old, how would you do it?

Also, how would you contrast it with customer relationship management?

 

Please answer the questions in atleast350 – 400 words each.