Love at first Tickle
Tickle Water, a naturally flavored sparkling water, created for kids but loved by all ages, launched in the founder's backyard of NYC in 2016. Tickle Water's triple filtered smooth tasting water, perfect carbonation level, and delicious natural flavors have made it the go-to seltzer for kids and young adults alike. Drink Tickle Water anytime, anywhere.
Customer ServiceFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Do a deep dive into the company's industry.
- Call the customer service line and document your experience. How do competitors run their customer service?
- What does the company do that makes their customer service more effective than competitors? What could they improve?
- How important is good customer service in this vertical or industry? How does it affect the lifetime value of the customer? How does the business model affect the level of service required?
- How does this experience compare with that of your host company?
- What process is the customer service team using to troubleshoot issues? What process improvements would you recommend? Pay close attention to communication tools, knowledge base resources, and follow-up procedures.
- Think about customer service operationally from an internal standpoint. How are issues and cases routed internally before arriving at a resolution? How can this process be optimized? Is information being circulated effectively internally? Should the company consider circulating certain materials externally as well? If so, how? Can we reduce redundancy by leveraging existing resources and cases?
- What is the customer feedback process? What are people saying on social media or other public-facing platforms? How can we better incorporate and address customer concerns before it escalates?
- What technology can be leveraged to improve the overall customer service experience for both the customers and the team members. Why would you recommend implementing new tools? How difficult and expensive would it be to implement? What is the likely impact of utilizing these resources?
Sales & Business DevelopmentFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
- Craft an industry overview to familiarize yourself with how other companies are operating in the current business environment. Pay close attention to the key players, their growth trajectory, and the major regions where they find the most success.
- Who are the biggest competitors and how do they stack up against the company's model?
- Do any companies present interesting opportunities for partnerships?
- What additional channels can the company tap in order to scale more effectively?
- How has the company's revenue model changed since they began
- Why did they decide to change their revenue model?
- What made this model more appealing? How has it been received?
- Do you agree with the new strategy? Why or why not?
- How satisfied are the current customers with the product or service? Craft a survey and administer customer interviews to help identify where the company can improve. Pay close attention to how the company may be able to provide additional value to existing customers.
- How should the sales team prioritize their sales initiatives?
- What different sales opportunities are on the table? How do you prioritize them? What is your logic?
- Are there alternative ways sell that the company hasn't considered? Would they be more effective? What data do you have to support your reasoning?
- Should the sales team be focused on expanding existing relationships or creating new ones? Why?
- Consider an inside vs. outside sales strategy for this company. What makes more sense and why? How would you go about implementing this sales strategy? Why is it beneficial over the alternative? What goals would you set for this team (considering size, location, and industry)?