Your signature assignment will comprise 2000-2500 word plan defining a strategy for an organization listed below. You are an external consultant that specializes in setting up a customer service department and helping the organization develop a customer experience strategy. This organization is called Dr. Z's Sports Wear. This is a retail organization that has 10 locations in the Greater Chicagoland Area but also has an online presence. Annual sales from 2020 were $10,000,000 and the organization is looking to grow and open stores in Iowa and Indiana. They need to know how to develop a customer service culture and strategy before they can grow service to the new customer base. There have been a lot of complaints coming through on social media about not having excellent customer service, no replies or callbacks, and very little customer engagement. The revenue projection for Dr. Z's, if a new strategic customer service plan is put into place, could move the needle from $10 million to $20 million in the next two years. If the strategic customer service plan is not valid, this could drop revenue further, hurt the brand and cause potential lay-offs