Types of Customers
This customer frequently finds issues, even minor ones, and are quick to share dissatisfaction, often pushing for compensation.
The Chronic Complainer
Companies must be alert, innovative, and willing to change to meet evolving customer demands.
True
What is Customer Retention?
Things that keep customers engaged to prevent them from defecting. (Ex. Customer Appreciation, Guest Feedback, Sales/Special Offers, etc.)
Friends join a fitness class together and hold each other accountable for attendance, celebrating progress with group outings.
Social
Does Ms. Alex prefer coffee from Starbucks or Tim Hortons?
Starbucks
This customer feel that they were disrespected, making them difficult to calm initially.
The Angry Customer
We can build loyalty by giving customers value that exceeds what they anticipate.
True
What is a "Second Life Cycle Customer?"
A customer who returns to engage with a business or brand after a period of inactivity or disengagement. These customers have already gone through one "life cycle" with the business—interacting, purchasing, and then stopping their engagement.
An employee takes an online course to learn a new skill, driven by their desire to earn a promotion.
Personal
True or False: Ms. Alex loves to eat healthy and exercise.
False
This customer may appear polite but reserved, and they’re unlikely to return if their issue isn’t addressed. They’re more likely to share their experience with others outside the business.
The Silent Disappointed Customer
Absolute and perceived value are the same thing.
False
What is the purpose of the Quality Triangle?
To illustrate that, in most cases, it is difficult to achieve all three goals (speed, cost, and quality) simultaneously.
A company implements an employee-of-the-month award with a gift card and a prime parking spot as incentives.
Structural
Does Ms. Alex prefer dogs or cats?
Dogs
This customer provides lengthy, detailed explanations for even simple issues, often including unnecessary information. While they’re typically polite, it can be challenging to focus on their main concern.
The Over-Explainer
Recovered customers are even MORE likely to stay loyal than customers who have not had a problem.
True
Actions or gestures made to acknowledge and express regret for a wrong or failure, often aiming to repair a customer relationship or rebuild trust.
A group of students meets regularly to prepare for exams, encouraging each other to stay focused and share study resources.
Social
What is Ms. Alex's favourite colour?
Pink
This customer has very high standards, often expecting exceptional service and personalized attention.
The High-Expectations Customer
On average, companies lose 1/4 of their customers every five years.
False (1/2)
What is a Net Promoter Score? (For Double Points, What is the formula to calculate the NPS?)
NPS is a valuable indicator of the overall customer service an organization is giving.
(P-D=NPS)
A coffee shop introduces a reward card that gives customers a free drink after every 10 purchases, encouraging repeat business.
Structural
What is Ms. Alex's favourite drink?
Dr. Pepper