Peer Review

Six Ways to Make Sure Your Customers Love Your Company

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Overview:: Everyone knows that a great customer experience is critical. Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). Learn how your marketing, customer service, and sales systems can work together to drive exceptional customer experiences.
Type of Material:: Tutorial
Recommended Uses:: Resource for homework and assignment development.
Technical Requirements:: Used Internet Explore (Enterprise Edition) and Chrome Need PDF viewer
Identify Major Learning Goals:: • Learn about the importance of great customer service • Learn about best practices • Understand how best practices equate to customer loyalty • Understand KAPA (Knowledge At the Point of Action)
Target Student Population:: Undergraduate business students Undergraduate marketing students
Prerequisite Knowledge or Skills:: A basic understanding of CRM systems, customer satisfaction, and satisfaction strategies is required.

Rating:
Strengths:: • Succinctly covers KAPA concepts • Describes the importance of KAPA concepts in the customer satisfaction process. • Good use of examples to demonstrate key principles. • Provides some simple, easy-to-follow, practitioner recommendations.
Concerns:: • There is little to no research support • Some of the facts, data points, and statistics appear anecdotal or without literature support. • A glossary of terms could be beneficial to learners. • Written in 2006 and may be considered dated

Rating:
Strengths:: • Connects theory to practice by presenting best practices. • Demonstrates relationships between concepts • Can learn a lot in a short time
Concerns:: • No learning objectives are present. • Limited resource specific to KAPA, not a curriculum for students. • Doesn't address multiple learning styles

Rating:
Strengths:: • Writing and design of this document are outstanding • Easy to read • Article flows nicely
Concerns:: • The content may be outdated since it was published in 2006. • Document is read-only, so no interaction

Other Issues and Comments:: This piece if wonderful for a practitioner to execute within the organization. It is also informative to the scholar who is looking for some background on methods of practice. Some additional citations or a reference section would make this piece a home run.
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