Group 2: Customer Flashcards
a person or business that buys something from a third party.
Customer
use or use up goods and services
Consumer
They cannot resell the goods or services but can consume it to earn his/her livelihood and self-employment.
Consumer
They are the ones who buy goods and services regularly from the seller and pay for it to satisfy their need.
Customer
By looking at your target market’s complaints, feedback, and opinions,you can learn much about what your target market wants and needs from your service or product.
Customer Satisfaction
people who hire a professional are not called customers, but ——-
clients
are the people that pay for and use the products or services your company offers.
External customers
Are persons who are not directly connected to your organization other than by purchasing your product or service
External customers
clients” or “accounts”
External customers
These customers have a relationship with, and within your company, either through employment (colleagues) or as partners who deliver your product or service to the end user.
Internal customers
stakeholders and shareholders
Internal customers
The person who depends on other people in the company to provide services and products to the external customer.
Internal customers
Types of customers
- Loyal Customers
- Discount Customers
- Impulsive Customers
- Need Based Customers
- Wandering Customers
are less in numbers but promote more sales and profit
loyal customers
These customers revisit the organization over time
loyal customers
They want individual attention and demand polite and respectful responses from their supplier.
loyal customer
are also frequent visitors but are only a part of business when offered discounts.
discount customers
mostly related to small industries
discount customers
These customers are difficult to convince as they want to do the business in urge or caprice.
Impulsive customers
They don’t have any specific item into their product list.
Impulsive customers
these customers are product specific and only tend to buy items only to which they are habitual.
Need-based customers
These customers should be handled positively
Need-based customers
These customers could possibly be lost if not tackled efficiently with positive interaction.
Need-based customers
these are the least profitable customers
Wandering customers
These customers are normally new in industry and most of the times visit suppliers only.
Wandering Customers
They investigate features of most prominent products in the market
Wandering Customers
a range of software and hardware solutions.
Customer service technology
Customer facing technology
- self-service customer portal
- chatbots
- interactive voice response (IVR)
Agent facing technology
-Internal knowledge management
-customer service software
-AI-powered automations
How to meet customer needs?
- Identify
- Distribute
- Create
- Collect
