1. Credit?
Discuss emerging and technological innovations (social networking, computing advances, cell phone advances and new aps, note pads ...etc.) that are providing companies with opportunities to enhance the customer service experience. How can organizations bring such tools to bear on the practice of serving customers? You may also discuss which industries will be most likely to benefit from such innovations and may consider whether there is a point where a given customer might become annoyed by the ubiquitous presence of an otherwise favorite provider of goods and services.

Note: Should be a minimum of 200 words in length, demonstrating thought and integration of key concepts. Response should be supported with relevant background sources, which must be properly cited & referenced.

2. Metrics

Consider an organization where you do business. This could be a retailer, airline, online business, or any organization that is of interest. Discuss your customer service experience with that organization and how the company might improve that experience by measuring the customer experience. What metrics should they measure and how would they go about obtaining the information?

Note: Should be a minimum of 200 words in length, demonstrating thought and integration of key concepts. Response should be supported with relevant background sources, which must be properly cited & referenced.