CHAPTER 2 Flashcards
Is a strategy designed to ensure customer loyalty, interaction and long-term engagement
RELATIONSHIP MARKETING
It is aimed to develop strong connections with customers by providing them with information directly suited to their needs and interests and by promoting open communication
RELATIONSHIP MARKETING
Is a facet of a customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than short-term goals like customer acquisition and individual sales
RELATIONSHIP MARKETING CONCEPT
Is the overall process of building and maintaining profitable customer relationship by delivering superior customer value and satisfaction. It deals with all aspects of acquiring, keeping, and growing customers
CUSTOMER RELATIONSHIP
MANAGEMENT (CRM)
are not just buyers but partners in a business’s growth and success. Their _ lies in their ability to support and sustain a business while driving innovation and brand loyalty
VALUE OF CUSTOMER TO BUSINESS
RELATIONSHIP BUILDING BLOCKS: CUSTOMER VALUE AND SATISFACTION (4)
- Customer Value
- Customer Satisfaction
- Strong Relationships
- Business Success
This is the core element of any customer interaction. Offering value ensures that customers see worth in what is being provided, whether it’s a product, service, or experience. Without _ customers have no reason to engage
Customer Value
When customers perceive the value, they were promised and have positive experiences, _ is achieved. This _ is essential in fostering repeat business and brand loyalty
Customer Satisfaction
Satisfied customers are more likely to develop a deeper, ongoing connection with a business. This relationship is built on trust, consistent positive experiences, and mutual benefit, which encourages continued engagement and advocacy
Strong Relationships
Ultimately, when strong relationships are nurtured and sustained, businesses see long-term _ . This comes from customer loyalty, repeat business, referrals, and overall positive brand reputation, all contributing to increased revenue and growth
Business Success
9 RELATIONSHIP DEVELOPMENT STRATEGIES
- Networking
- Cherish Each Customer
- Listen to your customer
- Build a Brand Identity
- Give your customers Free Information
- Loyalty Rewards
- Communication Often
- Special Events
- Face-to-Face Time
Online and offline, is a powerful way for businesses to build relationships and grow their brand. By joining groups or communities that share your business interests or values
SHAREHOLDERS / STOCKHOLDERS
COLABORATION
Networking
Delight your customers with the unexpected (in a good way) and be there for them no matter what. Make sure that every interaction you have with your customers shows them that they are valued
Cherish Each Customer
Even listening and responding to compliments can be beneficial
Listen To Your Customer
A memorable brand will make it easy for customers to find you and your products
Build Brand Identity
Is a strategy focused on providing valuable, no-strings-attached content to build trust and strengthen relationships. By sharing helpful tips, insights, or resources related to your products or industry, you position your business as an expert and a helpful resource
Give Your Customer Free Information
It is not strictly about loyalty cards and perks programs. Also, people love getting stuff and people love being recognized
Loyalty Rewards
Relationship marketing works well when you strive to be there for your customers
Communication Often
Holding a _ for your existing or prospective customers is a great way to build relationships
Special Events
While electronic communication is great, and often preferred, having a _ meeting can help the customer feel valued
Face-to-face Time
are influenced by a combination of cultural values, evolving technology, and shifting consumer expectations
CUSTOMER SERVICE STRATEGIES IN THE PHILIPPINES BUSINESS ENTERPRISE
5 SUCCESSFUL CUSTOMER SERVICE STRATEGIES
- Personalized Service and Customer Care
- Leveraging Technology for Customer Convenience
- Flexibility and Adaptability to Local Needs
- Community-Centric Approach
- Proactive Customer Support and After-Sales Service
Custommer service strategy thet involves tailored recommendations and personalized care
Personalized Service and Customer Care
The rise of digital platforms has dramatically changed how businesses in the Philippines engage with customers
Leveraging Technology for Customer Convenience
Successful customer service strategies in the Philippines are also defined by the ability of businesses to adapt to local market demands
Flexibility and Adaptability to Local Needs
Filipinos place a high value on community and relationships, so businesses that engage in community-building activities create strong connections with their customers
Sponsoring local events, supporting social causes, helping
Community-Centric Approach
This includes providing maintenance, addressing complaints, and offering refunds or exchanges when necessary. The reliability of these services significantly impacts brand perception
Proactive Customer Support and After-Sales Service
