Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you want to work in, or one of the two hypothetical organizations described in Chapter 1: Independent Auto Sales and Service (IAS) or Network Nutrition Distributors (NND). Now consider the following questions as you develop a customer service strategy:
Strategy Planning Questions
1. Review the Web site for your company or for companies similar to IAS or NND. Use the "Wayback Machine" found at archive.org/web/web.phpto look at the progression
of the Web site. Write a report covering the major improvements made over time.
2. Develop a plan for further improvement of the above Web site based on the ideas discussed in this chapter. Include a plan for prioritizing the steps you recommend.
3. Research the expansion of the use of mobile communication devices as these affect your chosen business. How could the company better provide service via smart phone or tablet apps, better TXT capabilities, and the like. If you are reporting on your own (real) company, include findings from an interview with someone in the organization involved with technology planning. What are their priorities?