Crown University Going Beyond Basic Service – Description
Module 4: Going Beyond Basic Service
Goodman, J. (2020). Strategic customer service: Managing the customer experience to
increase positive word of mouth, build loyalty, and maximize profits (2nd ed.),
AMACOM. ISBN- 9780814439067. Read chapters 4 & 5.
Additional Resources
Chaturvedi S. (2022, July 31). Customer satisfaction vs customer delight. SmartKarrot.
https://www.smartkarrot.com/resources/blog/custome…
Dixon M. et al. (2010, August).
Stop trying to delight your customers
. Harvard Business Review.
https://hbr.org/2010/07/stop-trying-to-delight-you…
Lahunou I. (n.d). How to measure customer engagement: 10 great ways to do it.
Verfacto.
https://www.verfacto.com/blog/marketing/how-to-mea…
Lotich, P. (2020, May 5). 7 steps to creating a customer service strategy. The Thriving
Small Business.
https://thethrivingsmallbusiness.com/customer-serv…
Discussion
Provide a personal example of customer engagement that you have been a part of. What did this organization do, and how did it make you feel? Are you more likely to go back to this organization due to this engagement? Why or why not?
DQ1 UMBO – 1, 2, 4
DQ1 PLG –1, 3, 4
DQ1 CLO –4
Please, your answers will be in APA format. Be sure to include properly formatted references and in-text citations in all assignments. “In your own words” means to
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