BUSI 4004 Week 5 Retention Idea Peer Replies Example

Course	BUSI 4004 Customer Relationship Management for Small Business
Week	Week 5
Paper type	Discussion replies
Length	About 420 words, 3 pages
Format	Discussion reply, APA 7 citations
School	Walden University
Program	BS in Business Administration
Updated	October 2026

Free sample paper for BUSI 4004 Week 5

Week 5 Discussion: Responding to a Classmate's Retention Idea

Pulling Two Retention Ideas Down to Street Level: What a Tire Shop Customer Would Actually Notice in an Ordinary October Week, and What a Coffee Shop Regular Would Notice With a New App

Response to Kelsey

Kelsey, your plan for the family tire shop is to send seasonal reminder texts so customers come back for winter tire changeovers. I like the idea, and I want to test it with one ordinary week. Picture a customer in the third week of October. What exactly arrives on her phone, and what does she do next?

If the text says "Time for winter tires! Call to book," she still has to phone during work hours, wait on hold and find a slot, which is the same effort as before the text existed. A version that would change her week might read: "Your winter tires are in our rack, bin 14. Tap to pick a time: Tuesday 7:30 a.m. or Saturday 9:00 a.m. Swap takes 40 minutes." That message uses what the shop already knows, that her tires are stored there, and removes the phone call. Payne and Frow (2005) treat customer knowledge as something to be put to work in each offer; the bin number is that knowledge made visible.

Would your shop's system let a customer book from the text, or would she still have to call?

What this page is doingThe reply asks what would change for the customer in a specific week, which turns an idea into a design.

Response to Tomas

Tomas, you proposed a loyalty app for the coffee shop, with a free drink after every ten. What would a regular notice in an ordinary Tuesday-morning line? If she has to open an app, find the card and show the barista a code, the line moves more slowly and she gets her free drink after about two weeks of visits she was making anyway.

Kivetz et al. (2006) found that customers on a reward program speed up their purchases as they approach the reward, so a program can change behavior near the finish line. But for a daily regular, it may mostly reward what she already does. One concrete alternative: the barista starts her usual order when she walks in, because the shop's point-of-sale record shows she orders the same thing four days out of five. That costs nothing and changes her morning more than a stamp does; Zeithaml et al. (1996) linked customers' sense of service quality to their intention to stay, and being recognized is part of that sense. Which of your regulars would be most likely to leave, and would either version reach them?

What this page is doingThe second reply applies the same test to a different idea and sketches one concrete version.

References

Kivetz, R., Urminsky, O., & Zheng, Y. (2006). The goal-gradient hypothesis resurrected: Purchase acceleration, illusionary goal progress, and customer retention. Journal of Marketing Research, 43(1), 39-58. https://doi.org/10.1509/jmkr.43.1.39

Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176. https://doi.org/10.1509/jmkg.2005.69.4.167

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203

Reading the BUSI 4004 Week 5 instructions

The fifth week asks you to reply to classmates' retention ideas by testing them against an ordinary customer's experience. Pick one idea from a classmate's post and imagine a specific customer on a specific day: what arrives, what do they see and what do they have to do? If the idea changes little about that moment, say so kindly. Then sketch one concrete version that would change the experience, using information the business already has. Support the point with a reading on relationship management or loyalty programs. Close by asking something about the classmate's own business, such as what its booking system allows or which customers matter most. Plan on two replies, each a handful of paragraphs long.

Inside the BUSI 4004 Week 5 example

The reply to Kelsey pictures a tire shop customer receiving a reminder text in mid-October and notes that a call to book is no easier than before. It rewrites the text to name the bin holding her winter tires and offer two appointment times bookable with a tap, citing Payne and Frow on using customer knowledge, and asks whether the shop's system allows booking from a text. The reply to Tomas pictures a regular in the Tuesday line opening an app to earn a tenth free drink, cites Kivetz and colleagues on rewards that accelerate purchases near the goal, suggests the barista start her usual order from point-of-sale history, cites Zeithaml and colleagues on service quality and asks which regulars are most likely to leave.

Reading the BUSI 4004 Week 5 rubric

These replies are graded on how concretely they test a classmate's idea. A reply that imagines a specific customer at a specific moment, and shows what would or would not change, earns far more than general praise or criticism. The sketched alternative should use information the business plausibly has and should be specific enough to try. Readings should support the reasoning, for example about how loyalty rewards change behavior. Graders also reward fairness: acknowledging what is good about the original idea before improving it. The closing question should ask for something the classmate can check in their own business. Replies that propose expensive or unrelated programs miss the point of pulling an idea down to street level.

BUSI 4004 Week 5 help: mistakes that cost marks

Choose a retention idea from a classmate's post and picture one real customer receiving it on a normal day. Write what they would see and do, step by step. Ask whether the idea removes effort, recognizes them or only reminds them of something they already know. Then think of one small change using information the business already holds, such as past orders, stored items or habits. Sketch it in a sentence or two, and add a supporting source. Weak replies agree, suggest a large new program or criticize without an alternative. Others ignore what the customer actually experiences. Keep each reply short. Model replies can be written once you pick the classmates' retention ideas you want to test.

Get a BUSI 4004 Week 5 example written to your instructions

Pass along your peer's post and the rubric that governs replies; the drafted response is back within 24 to 48 hours at no cost the first time. Anyone named in the post is anonymized first. If the week wants a second reply, it argues cost while this one argues experience.

More BUSI 4004 papers and BS in Business Administration samples

BUSI 4004 Week 5 questions, answered

Where can I find a free BUSI 4004 Week 5 sample paper?

Each reply, tire shop and coffee shop alike, is reproduced on this page for anyone to read.

What ideas do the BUSI 4004 Week 5 replies test?

Seasonal reminder texts for a tire shop and a ten-drink loyalty app for a coffee shop.

How does the first reply improve the reminder text?

By naming the bin holding the customer's stored tires and offering two booking times she can choose with a tap.

What alternative does the second reply suggest?

Having the barista start a regular's usual order from point-of-sale history instead of asking her to open an app.

What question does each reply end with?

Whether the shop's system lets customers book from a text, and which coffee shop regulars are most likely to leave.