9.3 Week 2 Creating the Customer Experience
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Professional Development
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Rosalind (SHS)
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22 Slides • 4 Questions
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9.3
Arby's: Creating the Customer Experience
Student Guide Review
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Case Theme: Creating the Customer Experience
Students will:
- identify the principles of customer service and analyze the relationships between
customer experience, customer service, loyalty, and profit
- learn of instruments used
to gauge and improve customer experience.
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Case Competency: Cultural Agility
ability to assess situations and environmental norms to identify opportunities/threats and determine savvy strategies to address conditions.
intentionally read context clues and identify stakeholder perspectives to develop or adapt techniques that foster positive relationships and drive optimal performance.
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Brand Image
The impression of a product held by real or potential
consumers.
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Multiple Choice
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Open Ended
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Customer Loyalty
Customers continuing to believe that the business’ product or
service is their best option.
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Market Research
Gathering information on competitors and customers
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Case Business Tool
Customer Surveys
Surveys are a great way to collect
information from a variety of people that answer the same question.
tool to understand customer opportunities and threats
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Who is Arby's?
Has anyone been? If so, what did you think?
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About Arby's
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Poll
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Multiple Choice
Based on the image, what do you know about Arby's Target Customers?
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Case Challenge Question
What changes or updates should Arby’s make to their customer experience to get young adults (ages 13-17) to buy more of their products and become loyal customers?
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Before we break, complete the planning document.
Click on link in chat
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With your group you will create a survey
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Arby's survey questions
You must have a total of 10 but you don't have to use all of these suggested questions.
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Join your group in a break out room to create your group survey
9.3
Arby's: Creating the Customer Experience
Student Guide Review
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