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 Activities
1. Review the discussion of the process used by Community Credit Union to establish a "prime member" program. Outline the pro- and con- arguments for your organization creating such a program. If the advantages outweigh any disadvantages, what could your organization do to provide special benefits to its best customers? Map out a process for creating such a "prime customer" program.
Be sure to identify
€¢ Who would be involved in developing the program,
€¢ Which customers would be eligible for the special benefits, and
€¢ A description of what such benefits might initially look like.
2. How could your organization better empower employees at all levels to participate in customer loyalty efforts? What could you do to create a feeling of ownership in the processes? Be specific and detailed.
3. We discussed "vital behaviors" in this chapter. Name three to five specific behaviors you see as vital to service excellence. (Be sure these are actually behaviors, not outcomes or goals. They should be explicit, visible, and measurable.)
4. Based on your list of vital behaviors described in (3) above, how could you apply the six sources of influence to get people to do these? Present your best ideas in the form of the chart below:

Subject of Influence Attempt: To Get [Who?] to Do [What?] Source of nfluence Motivation: 1s 1t Worth 1t? Ability: Can I DO lt? PERSONAL(Make undesirable desirable) (Surpass your limits; master details) SOCIAL STRUCTURAL Design rewards; demand (Change the environment) (Harness peer pressure (Find strength in numbers) accountability)