Problem
A company that you are interested in is JETBLUE.
I. Company Overview/History: Begin the paper with a detailed description of the company, it's history, locations, and products and services offered. This information is usually available from the company website and other online sources. Document these sources with in-text citations and in references at the end of the document.
II. Internal Customer Service: Next, analyze the internal customer service practices. What is the culture like at the company you chose? What information is available about recruiting and retention of employees? What can you find on how people feel about work there and with each other? Does the company have an EAP? Interviews with employees or hiring websites such as Glassdoor can provide this type of information.These must also be documented.
III. External & Customer Relationship Management: Examine the company's Customer Relationship Management Practices. This section may need to be completed through primary data sources such as interviews with company employees. The mystery shopper experience may also contribute to this section.
i. Operations - Examine the company's sales and service activities. How do they handle sales, advertising, complaints and service requests?
ii. Culture. What approach(s) are evident in the company's service culture to the external customer? Relational or Collaborative. How does the company interact with external customers (what channels)?
iii. Technology. Does the company use technology in their customer service practices? For example AVR system, website, internet. Does this differ for B2B customers, consumers and internal employee customers, etc.)
iv. Analytical Data. How does the company analyze data for marketing, finance and service quality levels? How does the company acquire, retain and satisfy customers?
v. Loyalty Program. Does the company have customer loyalty program? If so, what is it and how successful is it at promoting customer loyalty.
IV. Conclusion: Conclude the paper with a summary and your findings and analysis of the company.