Class 11: Cultivating Happy Customers Flashcards
This deck is based on the last in the series of classes from the HubSpot Academy. This deck is called Cultivating Happy Customers.
It is 6 to 7 times more costly to acquire a new customer than to _______ an existing customer.
retain
Only 7 percent of customers say that their interactions with an organization ______ their expectations.
exceed
Customer ______ is a competitive advantage
delight
Your promoters will invite more _______ to your organization.
strangers
Create lasting relationships with customers by building _____.
trust
Success is defined by our _______.
customers
The customer’s experience is formed with every _______.
interaction
Customer delight occurs at ___ ____ of the buyer’s journey.
all stages
The three pillars of customer delight: _____, ______ and ______.
innovation, communication, education
Innovate to serve people with the _____ ____.
right products
_______ communication is better than impersonal communication.
Personal
_______ is better than the status quo.
Change
_______ people with education is better than ignoring people.
Empowering
_______ is when people are willing to turn down a better price and product to stay with you.
Loyalty
Customers will never love an organization until it employees _____ it first.
love
Delight your _____ and they will delight your customers.
employees
Happy employees create _____ customers.
happy
Customers and employees are an organizations ______ _____.
greatest assets
When hiring test for _____ fit.
cultural
Everyone in the organization should be involved in ______ ______.
customer service
Every small interaction can make a _______.
difference
Create a list of ______ that your employees can live by.
principles
Always _____ for the customer.
solve
Everyone at the organization should be able to ______ the customer by persona.
identify
Guided by the organization’s principles, _______ employees to solve problems.
empower
Under promise and _____ ______.
over deliver
_____ is your friend, follow the 80/20 rule.
silence
Show _____ and be empathetic.
empathy
Ask ______ to learn what is on the mind of your customer.
questions
Create _____ just for customers.
content
It is not what you say, but how you make them ____ that creates the lasting relationship.
feel
Try to _____ the customer’s expectations
exceed
Be on time and don’t take longer than you ______.
promised
_______ and track all interactions
Measure
Employees should be ______ ______.
problem solvers
