Class 11: Cultivating Happy Customers

Question 1

It is 6 to 7 times more costly to acquire a new customer than to _______ an existing customer.

Answer 1

retain

Question 2

Only 7 percent of customers say that their interactions with an organization ______ their expectations.

Answer 2

exceed

Question 3

Customer ______ is a competitive advantage

Answer 3

delight

Question 4

Your promoters will invite more _______ to your organization.

Answer 4

strangers

Question 5

Create lasting relationships with customers by building _____.

Answer 5

trust

Question 6

Success is defined by our _______.

Answer 6

customers

Question 7

The customer’s experience is formed with every _______.

Answer 7

interaction

Question 8

Customer delight occurs at ___ ____ of the buyer’s journey.

Answer 8

all stages

Question 9

The three pillars of customer delight: _____, ______ and ______.

Answer 9

innovation, communication, education

Question 10

Innovate to serve people with the _____ ____.

Answer 10

right products

Question 11

_______ communication is better than impersonal communication.

Answer 11

Personal

Question 12

_______ is better than the status quo.

Answer 12

Change

Question 13

_______ people with education is better than ignoring people.

Answer 13

Empowering

Question 14

_______ is when people are willing to turn down a better price and product to stay with you.

Answer 14

Loyalty

Question 15

Customers will never love an organization until it employees _____ it first.

Answer 15

love

Question 16

Delight your _____ and they will delight your customers.

Answer 16

employees

Question 17

Happy employees create _____ customers.

Answer 17

happy

Question 18

Customers and employees are an organizations ______ _____.

Answer 18

greatest assets

Question 19

When hiring test for _____ fit.

Answer 19

cultural

Question 20

Everyone in the organization should be involved in ______ ______.

Answer 20

customer service

Question 21

Every small interaction can make a _______.

Answer 21

difference

Question 22

Create a list of ______ that your employees can live by.

Answer 22

principles

Question 23

Always _____ for the customer.

Answer 23

solve

Question 24

Everyone at the organization should be able to ______ the customer by persona.

Answer 24

identify

Question 25

Guided by the organization’s principles, _______ employees to solve problems.

Answer 25

empower

Question 26

Under promise and _____ ______.

Answer 26

over deliver

Question 27

_____ is your friend, follow the 80/20 rule.

Answer 27

silence

Question 28

Show _____ and be empathetic.

Answer 28

empathy

Question 29

Ask ______ to learn what is on the mind of your customer.

Answer 29

questions

Question 30

Create _____ just for customers.

Answer 30

content

Question 31

It is not what you say, but how you make them ____ that creates the lasting relationship.

Answer 31

feel

Question 32

Try to _____ the customer’s expectations

Answer 32

exceed

Question 33

Be on time and don’t take longer than you ______.

Answer 33

promised

Question 34

_______ and track all interactions

Answer 34

Measure

Question 35

Employees should be ______ ______.

Answer 35

problem solvers