Customer Satisfaction Flashcards

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0
Q

Orientation client

A

Customer orientation

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1
Q

Les Quatre C

A
  • Customer solution
  • Customer cost (price paid + price related to not buying another product
  • Convenience (most convenient distribution method)
  • Communication
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2
Q

Focus client

A

Customer focus

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3
Q

Attentes des clients

A

Customer expectations

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4
Q

Bouche à oreille

A

Word-of-mouth

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5
Q

Loyauté du client

A

Customer loyalty

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6
Q

Allégeance

A

Allegiance

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7
Q

Rétention client

A

Customer retention

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8
Q

Garder ses clients plutôt que d’en acquérir de nouveaux car 5 fois moins cher

A

To get repeat business

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9
Q

Défection de clients

A

Customer defection

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10
Q

Analyse des clients perdus

A

Lost customer analysis

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11
Q

Base client

A

Customer base

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12
Q

Phénomène de clients qui quittent pour un concurrent

A

Churn

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13
Q

Être au courant des dernières avancées dans le marché

A

Market intelligence

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14
Q

Derniers courants

A

Latest trends

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15
Q

Se rendre incognito dans une entreprise pour tester la qualité de ses services et produits

A

Mystery shoppers

16
Q

Études de marché

A

Market research

17
Q

Entreprise d’études de marché

A

Market research firm

18
Q

Informations déjà disponibles au public

A

Secondary data

19
Q

Information crée pour un but spécifique

A

Primary data

20
Q

Processus de recherches en 5 étapes

A

1) Define the problem and the research objectives
2) Develop the research plan
3) Collect the data
4) Analyse the data
5) Present the findings

21
Q

Approche d’observation (primary data)

A

Observational approach

22
Q

Groupe invité pour tester un produit ou service

A

Focus group

23
Q

Un sondage

A

Survey research

24
Q

Études comportementales sur ce que les gens consomment

A

Behavioural data

25
Q

Recherches expérimentales

A

Experimental research