Mini Case Study "Foodie Time" Instructions: To fully understand customer relations management, companies need practitioners to be in the field where everything happens. This is the goal of this next investigative case study. Instead of providing you a case, you will now act as market researchers to study how customer relations management is being done in the real world

Your mission is to eat in a restaurant that you feel best exemplifies the qualities that were discussed previously, and take note of the checklist below:

1. Who are their customers and target market?

2. What is the profile of the customers eating there?

3. What do customers buy, and what do you think are their expectations?

4. How is the conduct of customer relations management? Specify schemes that are identifiable and detailed. What are these, and how are they being implemented?

5. Do you think the restaurant retains customers? If so, how? If not, what do you think are the things that they should improve on?

Reflection

Questions for discussion:

1. As a customer, what do you think companies or brands need to do that still cannot be found in the market today to capture your unwavering loyalty?

2. Are there customer needs that are still unserved by companies? What are these, and how can you capitalize on this if you were to create your own business?

3. If there is a customer who has been a problem for your company, how would you cut ties with him or her without being rude or too damaging for brand's reputation?