Overview
Customer loyalty should be a top priority for any organization. It is important to regularly remind team members of a company’s commitment to meet customer needs and expectations. One effective way to do this is by creating Standard Operating Procedures (SOPs) which are often communicated through infographics. These infographics serve as a visual reminder to employees of the company’s dedication to customer satisfaction and help to ensure that customer retention remains a key focus. In this assignment, you use your operational planning skills to create an infographic detailing an SOP regarding customer retention.
Preparation
View the Standard Operating Procedure (SOP) Infographic Download Standard Operating Procedure (SOP) Infographic to see an example of a simple infographic on taking a customer order. Similar to an earlier activity, you will be using MS Word, Visio, or another graphics program to create an infographic to paste into a Word document.
If you are using Word you can:
Open Microsoft Word.
Click on the Insert tab located on the top-left side.
Click on SmartArt and choose and modify a graphic of your choosing.
Instructions
Create 4 SOPs that are depicted on 4 separate infographics that emphasize the significance of understanding the values that customers have in their relationship with the food truck company, as well as ways to promote and maintain customer loyalty. They should reflect the six key principles for retention found in Chapter 10 of your textbook:
Pay attention.
Deal with one customer at a time.
Know your customers.
Give customers special treatment.
Service each customer adequately.
Do the unexpected.
Write a paragraph for each infographic that explains how the SOP might foster customer retention and loyalty.
This course requires the use of Strayer Writing Standards (SWS). The library is your home for SWS assistance, including citations and formatting. Please refer to the Library site for all support. Check with your professor for any additional instructions.
The specific course learning outcomes associated with this assignment are:
Plan management activities that contribute to the quality of customer experiences.
Struggling with where to start this assignment? Follow this guide to tackle your assignment easily!
Step-by-Step Guide to Structuring Your Assignment
Step 1: Understand the Assignment Requirements
- You need to create four Standard Operating Procedures (SOPs) that focus on customer retention for a food truck company.
- Each SOP should be represented as an infographic and explained in a paragraph that connects it to customer loyalty.
- Your SOPs should reflect the six key principles for retention from Chapter 10 of your textbook:
- Pay attention.
- Deal with one customer at a time.
- Know your customers.
- Give customers special treatment.
- Service each customer adequately.
- Do the unexpected.
Step 2: Plan Your SOPs
Each SOP should focus on one key principle while ensuring it aligns with customer expectations and loyalty. Below is a suggested breakdown:
-
SOP 1: Pay Attention
- Infographic Idea: Show a food truck worker actively engaging with a customer, making eye contact, and listening attentively.
- Explanation Paragraph: Emphasize how attentiveness helps employees identify customer preferences, address concerns quickly, and create a welcoming experience, leading to repeat business.
-
SOP 2: Know Your Customers
- Infographic Idea: Display a loyalty card system or a customer database where regular customers’ names and preferences are stored.
- Explanation Paragraph: Explain how knowing customers personally (e.g., remembering their favorite orders) fosters a sense of connection and appreciation, encouraging loyalty.
-
SOP 3: Give Customers Special Treatment
- Infographic Idea: Illustrate exclusive deals, discounts for loyal customers, or a VIP queue.
- Explanation Paragraph: Describe how special treatment, such as offering a free item after multiple purchases, makes customers feel valued and strengthens their commitment to the business.
-
SOP 4: Do the Unexpected
- Infographic Idea: Depict a surprise giveaway or a random act of kindness, like giving out a free dessert to a first-time customer.
- Explanation Paragraph: Highlight how exceeding expectations with small gestures enhances customer satisfaction and builds positive word-of-mouth for the food truck.
Step 3: Create Your Infographics
- Use MS Word, Visio, or any graphics software to design visually appealing infographics.
- If using Word:
- Click Insert > SmartArt to choose a visually engaging format.
- Modify the design to suit your SOP topic.
- Keep infographics simple, clear, and engaging with icons, colors, and concise text.
Step 4: Format Your Document
- Paste all four infographics into a Word document.
- Write a paragraph under each infographic explaining its role in fostering customer retention.
- Follow Strayer Writing Standards (SWS) for formatting.
By following these steps, you will create a structured, professional, and visually appealing assignment that effectively communicates the importance of customer retention in a food truck business! 🚀