solution

1.

What kind of tool(s) can Walmart use in their Returns Department to better facilitate their service encounter?

A. Service blueprint

B. Service script

C. Trained personnel with customer centric attitude

D. All of the above

2. Redesign the Service Encounter for Walmart Returns. Use service blueprinting facets such as physical evidence, line of visibility and line of internal interaction. (note: you do not need to draw out an entire Service Blueprint)

3. What evidence of CRM usage do you see when dealing with Walmart. Cite a particular example.

4. What evidence of CRM usage do you see when dealing with Amazon. Cite a particular example.

5. Does Walmart’s future depend on strengthening internal service and product strategies or by aligning with other companies with strategic alliances?

State your position and give two examples.

6. Does Amazon’s future depend on strengthening internal service and product strategies or by aligning with other companies with strategic alliances?

State your position and give two examples.

7. What is Drone Up? What is it used for?

8. If you were in the position to predict who will end up with more sales revenue by 2025- Walmart and Amazon- who would you pick and why? Use some of the information in the textbook to support your argument.

9. If you were in the position to predict who will end up with more sales revenue by 2025- Walmart and Amazon- who would you pick and why? Use some of the information in the textbook to support your argument.

10. What is an Order Loser for Walmart and Amazon? Give two examples for each.

11. Where does Walmart strategically position its Distribution Centers? (do not name states or cities) Why?

12. Cite operational issues that Walmart and Amazon will face in the future. 2 examples for each.

13. Where does Amazon strategically position its Distribution Centers? (do not name states or cities) Why?