1. Read the customer service article in the LA Times – https://www.latimes.com/business/story/2020-08-11/column-coronavirus-customer-service and write a two paragraph reflection plus give a personal example of customer service you have experienced…good or bad example.”
2. Review Ch 1 of Text and comment in Section 1.5 on Learning Objective 1 “Define customer value and explain why it is important to small business competitiveness. (page 43 in PDF)
3. How has L.L. Bean added to the customer’s perception of value?
“A customer calls L.L. Bean about a favorite jacket he purchased more than 10 years ago and has recently lost. In a matter of minutes, the sales agent identifies the old jacket, locates a replacement model in the current catalog, suggests a matching size and color, and orders the jacket. The replacement jacket arrives three days later.”Peter Kolesar, Garrett van Rysin, and Wayne Cutler, “Creating Customer Value through Industrialized Intimacy,” Strategy + Business, July 1, 1998, accessed October 7, 2011, www.strategy-business.com/article/19127?gko=81aa7.
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