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Make sure the Responses includes the Following: (a) an understanding of the weekly content as supported by a scholarly resource, (b) the provision of a probing question. (c) stay on topic


  1. Please respond 200 words to the following question(s):

Watch Zappos TV from https://www.youtube.com/watch?v=g6WHAfWqX3s.

What is the Zappos.com segmentation strategy? What are the key benefits Zappos provide to their target market customers?

  1. I used to work in the tech industry as well, and I always found it so interesting how the sellers and resellers worked. Specifically, how one reseller could buy a product from another reseller to then sell it to the customer for a lower price than a customer buying it from the other reseller directly. Thankfully, there are advantages to customers for both going to local retailers like Best Buy and for them also going to wholesalers like Microsoft or resellers like CDW and Insight. While businesses like to make long-term relationships with each of their customers, there are a lot of competitive advantages for customers to reanalyze who they should do business with. Can you think of something you would do as a business owner to make your business more attractive to create long-term relationships with your customers?

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  2. Thanks to technology, companies can solicit customer’s opinions in non-invasive and creative ways. “Customer experience management (CEM), which is the process of managing the entire customer experience within the company. Marketers must consider employees’ interactions with customers so that the new services are consistently delivered and experienced.” (Kerin & Hartley, 2016) One of the ways that companies can gather information on their customers’ experiences with their products and employees is through surveys. Surveys allow the company to ask targeted questions to find out what part of their buying, using, or selling journey they enjoyed or struggled with. At times, companies can even ask questions on if the customers would like to see additional products or services to compliment or upgrade their current offerings. CEM is a great use of technology that allows customers’ voices to be heard and to utilize them for employee and company growth, all while bettering the customer experience. Due to Net Promoter Score (NPS), a specific survey that is regulated by how often customers would refer a company to their family and friends, employees are at many times required to provide a good customer experience to ensure the scored remain “high”. Calls into stores and call centers are often recorded to ensure that the customer experience is being valued, enhanced, and elevated. To take it even further, voice analytics is used to find specific calls within that software that have specific words or phrases in them to locate them the most. Within the call center world, there are a lot of ways that technology has changed the nature of customer service and service offerings.
  3. When it comes to technology it has come a long way and has had a big impact on customer service and service offerings. One of the biggest technology influences has been the world wide web. The world wide web technology has expanded the ability to reach out to customers around the globe in ways that were not possible in the past (N.A., 2019). With this ability it has allowed companies to expand their portfolios while at the same time, they are able to “gather customer data, analyze customer data and use the data analyzed to better meet customers’ needs” (N.A., 2019). When companies gather this type information it gives them vital information on what to change or improve with regard to their services or offerings, thus improving guest satisfaction and profit. Technology has in an essence given the power back to the consumer. Consumers have the ability to provide their customer experience through many different social media sites whether it is good or bad within seconds and it will be global in a matter of a few clicks (Pierson, 2016). This has made companies be more on their game to be proactive on how they will respond or provide superior service from the start.


  1. As technology enhances, society changes with the evolving stages to keep up with its pace. One of the
    most enhanced movements in technology are the capabilities of online shopping through mobile applications. The convenience of online shopping has made it easier for customers to shop where they are most comfortable and has peaked in popularity because of the ease of finding their products from store to store through online websites rather than going and visiting each store physically (Business dictionary, 2019). As online shopping has become more popular, the enhancement of being able to “pick-up in-store” has even made it more convenient for shoppers to find the availability of their product and the speed of having it in their possession. For example, Target stores now have the Drive Up service that allows you to order your items via the mobile app and a team member will “bring them to your car when you arrive at your local Target store” (Drive Up, 2018, para. 1). This is a service that I personally use and love because not only does it allow me to receive my products faster but it also gives me the status of availability of the products for my needs.
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