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.
Content Quality
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
Potential Effectiveness as a Teaching Tool
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
Ease of Use for Both Students and Faculty
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• The content may be outdated since it was published in 2006.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.
Creative Commons:
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