Terminology
What is Customer Relationship Management
Service, Price, Quality, Action and Appreciation
What are the five needs of a customer?
The process of engaging customers to discover their requirements for products or services using specific tools such as a use case or functions.
What is a customer needs analysis?
These customers know the procedure for complaining and typically know how to resolve conflicts in a timely manner.
What are reasonable customers?
Focus groups, one on one interviews, surveys, suggestion boxes, online reviews.
What are some ways to receive/get customer feedback?
Referred to as BNA
What is Business Needs Analysis
What a customer will demand or believe they are entitled to.
What are customer wants?
Customers that don't directly contribute the revenue of a company by purchasing a product or service but add value to the organization so the business can run effectively.
What are internal customers?
They can be neutral, emotional or angry depending on their problem.
What are three emotional states of a difficult customer?
Questions on a survey that already provide possible answers for the question, which makes it easier for the customer to answer and for the surveyor to quantify the responses.
What are structured questions (on a survey)?
Referred to as KPI
What is Key Performance Indicator
Asking questions, paraphrasing, giving eye-contact and using verbal prompts such as 'I see' or 'okay'.
What are processes/components of active listening?
These customers are typically responsible for more than 80% of your businesses' sales and act as ambassadors for your company.
What are loyal customers?
Total of dissatisfied customers X the price of the product
What is total lost revenue?
The assumption of customer knowledge
Leading or directed questions
Multi-level or compound questions
ambiguous or confusing questions
What are some problems surveys may have?
Referred to as LTV
Reference groups, attributes, lifestyle, culture, motives, hobbies that are used to segment a customer population
What are psychographics?
These customers don't always have a particular need or desire in mind when they enter a store. Rather, they want a feeling or experience and/or belonging.
What are browsing customers?
You could deploy new technology, open up new channels of communication for customer feedback, decrease call hold times or empower your staff to give refunds.
What some steps you could take to avoid customer complaints?
To clarify what steps must be taken in order to achieve a specific goal. This includes what resources are required, a timeline for when specific tasks need to be completed and a method or outcome of how to measure success.
What is the purpose of an action plan?
Referred to as CLV
What is Customer Lifetime Value
Having the knowledge of what benefits the product will provide is this type of product knowledge.
What is core product knowledge?
These customers typically want help to resolve what is frustrating them; choices to solve the problems they have; acknowledgement that their problem is important.
What does a difficult/complaining customer want?
Accept, avoid, control or spread it.
What are four options we could use to deal with risk?
1. To ensure that the implementation continues until the completion of the plan.
2. To evaluate the effectiveness of the plan to meet the goals it was trying to achieve
3. Find any possible improvements that could be achieved if a similar action plan is needed.
What are the goals of the follow-up to the action plan?