Visit your assigned company's website. Glance through the company catalogue, explore the website, try the company phone app, review the support and services the company offers, review the company mission, vision, values, and annual report.

https://www.sail.ca/en/

1: Explain what the company's is saying about customer care (customer experience, customer service, customer centricity). You may locate some of this information within the company vision, mission, or values statements. Discuss how the company communicates its treatment of customers. Discuss how customers are aware of their rights and responsibilities as determined by the company. Discuss how employees are informed of the company's expectations for customer care.

2: Discuss three (3) different initiatives the company has implemented (within the past 5 years) in an attempt to be more customer centric. This could be in new product development, process changes, or services being offered. Provide details, explain why the company is doing this, the purpose of it, and how the initiative is customer centric.

3: An example persona might be Robin. Robin is married, no children, high-school teacher, buying a water paddle board from Surf's Up company, lives in an apartment, repeat buyer (already owns one paddle board). Using a buyer persona, we could map the customer journey by imagining Robin's needs and wants and the experiences this customer has in the presale, sale, and post sale stages of the customer journey. Your task is to invent a buyer persona. This could be, for example, a college student, living where, working/not working, family/no family, hobbies, likes/dislikes? (Feel free to invent persona attributes). Purchase an item from the company you were assigned. Step through the customer journey as the buyer would and determine what occurs at each step. To task, fill-in the table provided in the report template. The table information should come from not only your persona's experience but also from research. Consider what policies, warranties, payment types, procedures, services the company has in place and how these affect your customer journey. Consider at each step in the customer journey what hindered or aided the buyer's customer experience.

4: Discuss your perception along the customer journey. Consider the content within Module 1, LinkedIn Learning, Creating a Positive Customer Experience and Module 2, LinkedIn Learning, Retail Customer Service. Consider the experience from all touch points - in store, online web, phone app, loyalty program, staff interactions, advertising, etc. After doing some research, explain what this company does well and where it can improve (use research), and consider what this company does differently than its competitors. Research and share whether or not there are customer complaints, referrals, feedback overall, etc. After reading what customers are saying about this company, summarize what customers like and dislike.