Chapter 4-8 Flashcards
Strategy and Empowerment, Loyal Customer, Technology and Social Media
Variables in strategy
Planning
Infrastructure
Culture
High & low touch
Consumption behaviour
Market segmentation
Ways to empower employees
Training employee
Assign mentor
Reward empowered
Allow make decision
Provide tools
Benefits of empowerment
Loyal employee
Effective communication
Creative & innovative
Increase customer satisfaction
Assist in advancing their career
Value of existing customer
More than one time
Cheaper
Desire company to expand offering
Shop regularly
Customer loyalty programme
Examine who & what specific needs
Identify specific objective
Create manageable programme
Creating culture stimulates interest
Prepare a timetable to evaluate
Benefits of measuring the effectiveness of a loyalty programme
Identify weakness
Promote corrective action
Gain knowledge of customers’ real needs
Benefits of social media to the company
Re-evaluate how they serve
Provide less expensive alternative
Increase collaboration in problem-solving
Tips interact with customers via social media
Share trending
Express appreciation for the referral
Share information
Use status update
Link to other resources
21st-century customers expect…
Availability
Accessibility
Accountability
Steps to accept new technology
Prepare staff
Train supervisor/ team leader
Develop a group
Sell vision
Give credit
Be positive
Celebrate small success
Avoid giving up (shelf syndrome)
Additional web-based services
Email
Online tutorials
Webinars
Online bill payment
Technical assistance
