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Why is debugging flawed processes important? Can you think of any customer situations you are involved with (either as a customer or employee) that could be debugged?

What is integrated and aligned to make Quality Service? What is the goal of integration?

Your family would like you to handle social media on behalf of Hearth and Home Hardware. Using the drop down menu, match each of the following descriptions to the social media tool it represents.


Selectblogpodcasthashtagsocial game
Record videos of various “how to” projects and upload them so that customers can watch online.

Selectblogpodcasthashtagsocial game
Write about specific tools and projects, along with photos of each step, and post on a website for customers to learn about the store’s products and services.

Selectblogpodcasthashtagsocial game
Use #HearthHomeTip to identify your store’s home-improvement tips posted on Twitter and Facebook.

Selectblogpodcasthashtagsocial game
Create an online activity that challenges players to “build” a home in competition with other players.

You believe social media communities could help increase exposure for Hearth and Home Hardware, because so many people are interested in do-it-yourself home improvement projects. Indicate whether each of these statements about social media communities is true or false.


SelectTrueFalse
A forum acts like an interactive community bulletin board to connect stakeholders and target their interests.


SelectTrueFalse
A wiki allows members, such as store shoppers, to compete with each other in a goal-oriented activity with defined rules of engagement.


SelectTrueFalse
Social media communities encourage two-way communication among friends, fans, followers, or connections.


SelectTrueFalse
The point of a wiki is to encourage community members to contribute information and keep content correct and updated.

You have to take a number of steps as you develop a social media plan for Hearth and Home Hardware. Determine which five of the following six steps are part of the process for building a social media plan, and arrange those five in order using the drop down menu.


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Segment and target the social customer


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Establish social media objectives


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Implement and integrate the plan


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Listen to determine opportunities


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Plan inbound marketing


SelectStep 1Step 2Step 3Step 4Step 5 This is not part of the process
Select social media tools

Before you actually implement your social media plan, you want to prepare for measuring the results. Categorize each of the following as either a quantitative or a qualitative measurement.


Selectquantitativequalitative
Setting a benchmark for how many visitors the blog should attract.


Selectquantitativequalitative
Determining whether customers are or are not satisfied.


Selectquantitativequalitative
Determining if customers are satisfied with the time it takes to resolve customer service issues.


Selectquantitativequalitative
Counting the number of followers and likes for the store’s social media accounts.


Selectquantitativequalitative
Measuring the click through rate of links posted in the store’s tweets.

Your family recently acquired a second hardware store in a neighboring town. With two stores and a solid social media presence, you think this is the time for Hearth and Home Hardware to expand into e-business. Use the drop down menu to classify each of the resources shown below as human, informational, material, or financial resources for your e-business.

SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Hire a designer to create the look and pages for the new website.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Arrange the systems to receive electronic payment from customers via PayPal or credit cards.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Acquire specialized retail software for the e-business.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Outsource installation of tracking systems for customer relationship management, orders, and shipping.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Order specialized computers and networking equipment.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Apply for a bank loan to cover the extra e-business expenses.


SelectHuman ResourcesInformational ResourcesMaterial ResourcesFinancial Resources
Contract with programmers to code the transactional capabilities of the new website.

Your family owns Hearth and Home Hardware, a local store that stocks tools and materials for do-it-yourself home and garden projects. When you work at the store on weekends, you’re often asked to demonstrate how certain tools are used. Also, customers ask for tips on completing projects such as installing a kitchen countertop or putting down a patio. How might your family’s store benefit from the use of social media? Select three reasons from the following list.

a. Social media could help the store get more exposure among potential shoppers.

b. Social media could help the store reduce its operational costs.

c. Social media could help the store increase customer loyalty.

d. Social media could help the store better understand its customers and market.

e. Social media could help the store increase its customer service complaint communications.

Before planning for your family’s possible e-business, you need to understand the different business models. Use the drop down menu to classify each of the following as an example of the business-to-business (B2B) model or the business-to-consumer (B2C) model.


Selectbusiness-to-business modelbusiness-to-consumer model
A manufacturer develops a website to manage purchases from and relations with suppliers that sell it equipment, raw materials, and specialized services.


Selectbusiness-to-business modelbusiness-to-consumer model
A lighting firm develops a website to accept orders for industrial lighting fixtures from business customers.


Selectbusiness-to-business modelbusiness-to-consumer model
A retailer develops a website to sell children’s clothing and accessories to parents and grandparents.


Selectbusiness-to-business modelbusiness-to-consumer model
An office furniture firm develops a website to sell ergonomic desks and chairs to small businesses.


Selectbusiness-to-business modelbusiness-to-consumer model
An antiques dealer develops a website to sell Colonial-era items to collectors.

Because Hearth and Home Hardware will be embarking on an e-business venture, you need to be aware of ethical and legal concerns, as well as future challenges that you could face. Match each of the following descriptions with the corresponding key term.


SelectMalwareCloud computingCookieData mining
Storing services on the Internet to be provided temporarily, as needed, to computer users.


SelectMalwareCloud computingCookieData mining
Software that infiltrates a computer system without the user’s consent, often with criminal or malicious intent.


SelectMalwareCloud computingCookieData mining
Searching through data records electronically to look for useful information.


SelectMalwareCloud computingCookieData mining
A small piece of software sent by a website that tracks what individual Internet users do online.

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