Deck 1 Flashcards
How much is the animal care industry worth to the UK economy?
£1 billion
How many employers in the industry?
13,000
How many employees in the industry?
78,000
Define customer base
a group of customers who repeatedly purchase the goods or services of a business (main source of revenue)
Define Target Market
A group of customers that the business aims its products or services at - they dont currently purchase from this business
What is Market research
Market research aids businesses in knowing what customers want and reduces the risks of the business not being successful.
What is primary research
Research that a business undertakes itself
What is secondary research
a research method that uses information that has already been compiled and formatted.
What is Market segmentation
Market segmentation splits up a target market into different groups to enable a business to better target its products to customers most likely to purchase them.
What are the 4 main ways to section the target market in market segmentation
1) geographic
2) demographic
3) behavioural
4) phychographic (what draws a customer to purchase a product)
What are the 6 pillars of customer care
Attitude,
Interest,
Action,
Tone of voice,
verbal language,
body language
What are service standards
A step by step guide to give to employees to explain what team members should do to treat customers in a way that exceeds their expectations and creates a positive experience
