Lesson 3

Question 1

Fundamental Principles

Answer 1

1.Specialization

2.Differentiation

3.Segmentation

4.Concentration

Question 2

The first thing to determine is where you are
going to specialize. What is your domain,
product, service, customer, market where
you want to focus?

Answer 2

Specialization

Question 3

What is your competitive advantage? How is it
that you are different and better than the
competition? Customers want a reason to buy
from you and not the competition. Customers
always want to get the best deal, there is
nothing personal here. They just want the
highest quality at the best price. If you ask
businesses what is their USP (UNIQUE
SELLING PR0POSITION)?

Answer 3

Differentation

Question 4

means looking at who are those specific customers
in the market who value my differentiation and
will pay more for your area of specialization.

Answer 4

Segmentation

Question 5

who are the
customers who most appreciate your area of
superiority? What are their demographics? Their
Psychographics? How would you describe your
perfect customer?

Answer 5

Segmentation

Question 6

Once you have determined your very
best market segments for what you
do really well, you focus all your
energies, resources, budgets, and
time on acquiring customers from
these markets and retaining them.

Answer 6

Concentration

Question 7

The higher the level of customer engagement with your
company and product, the higher the value your customer
receives — and the better the relationship. When you expand
the domain of your customer support superstars, you give
them the leeway to strengthen the customer experience in
creative, unexpected ways.

Answer 7

The value of Customer Service
and Customer Relationship

Question 8

the assistance and advice provided by a company to those
people who buy or use its products or services.

Answer 8

What is customer service

Question 9

is the support you offer your customers — both before and
after they buy and use your products or services — that helps them have an easy
and enjoyable experience with you.

Answer 9

Customer Service

Question 10

describes the ways that a company will engage with its
customers to improve the customer experience. This includes providing
answers to short-term roadblocks as well as proactively creating long-term
solutions that are geared towards customer success.

Answer 10

Customer Relationns

Question 11

aims
to create a mutually beneficial relationship with the customer that extends
beyond the initial purchase.

Answer 11

Customer Relations

Question 12

is present in all aspects of a business, but it’s most
prevalent in the customer service department.

Answer 12

Customer Relations

Question 13

What functions does customer relations include?

Answer 13

1. reactive functions
2. proactive functions

Question 14

are the efforts made by your team to solve issues that are
reported by customers. This includes tasks like responding to customer
complaints and solving problems with the support team. Being able to solve
unexpected customer roadblocks is essential for brands that are looking to
build strong customer relationships.

Answer 14

Reactive Functions

Question 15

are the measures taken to ensure a long-term
relationship with customers. These efforts are aimed towards fostering
customer success by consistently satisfying evolving customer needs.
Customer success teams do this by providing information about products and
updates as well as by promoting discounts and exclusive offers. This type of
long-term customer relationship management helps companies create lasting
impressions on customers who eventually become loyal to the brand.

Answer 15

Proactive Functions

Question 16

is what your company provides to ensure customer success.

Answer 16

Customer Service

Question 17

differs because it consists of both the inbound and
outbound measures taken by your company.

Answer 17

Customer Relations

Question 18

encompasses all of the important functions that customer
service performs, but also includes the efforts made before and after customer
interactions.

Answer 18

Customer Relations

Question 19

Benefits of positive customer relations

Answer 19

1. customer retention
2. customer loyalty
3. customer satisfaction

Question 20

Customers know when your company is being genuine
and are willing to overlook your mistakes so long as you demonstrate a
dedication to their success.

Answer 20

Customer Retention

Question 21

When you have a good history with your customers, it
makes it more difficult for your competitors to lure people away from your
brand.

Answer 21

Customer Loyalty

Question 22

Often times it can be hard to tell whether your
customers are truly happy with your business or not. In fact, 91% of unhappy
customers who don’t complain simply don’t return to a company for another
purchase.

Answer 22

Customer Satisfaction

Question 23

Building Positive Customer Relationship (give atleast 5, or if u can give all much better)

Answer 23

Invest in employee training.

Create a fulfilling workplace for your customer
service reps.

Improve first call resolution rate.

Leverage software to increase efficiency

Create opportunities for self-service.

Be accessible.

Show appreciation.

Measure and improve customer satisfaction.

Create a customer-first culture.

Question 24

is a facet of customer
relationship management (CRM) that focuses on
customer loyalty and long-term customer
engagement rather than shorter-term goals like
customer acquisition and individual sales.

Answer 24

Relationship Marketing

Question 25

The goal of _______ is to create strong, even emotional,
customer connections to a brand that can lead to
ongoing business, free word-of-mouth promotion
and information from customers that can generate
leads.

Answer 25

Relationship Marketing

Question 26

is important for its ability to
stay in close contact with customers. By
understanding how customers use a brand’s products
and services and observing additional unmet needs,
brands can create new features and offerings to meet
those needs, further strengthening the relationship.

Answer 26

Relationship Marketing

Question 27

Benefits of relationship marketing (kahit brief lang)

Answer 27

1. Higher customer lifetime value (CLV). Relationship
   marketing creates loyal customers, which leads to repeat
   purchases and a higher CLV.
2. 2. Reduction in marketing and advertising spend.
      Spending on marketing and advertising to acquire new
      customers can be expensive.
3. 3. Stronger organizational alignment around the
      customer. Organizations that emphasize relationship
      marketing have a stronger organizational alignment around
      an exceptional customer experience. The teams work
      together to create satisfied and happy customers over the
      long term.

Question 28

provide a brief examples of relationship marketing

Answer 28

1. Provide exceptional customer service, as customers who are
   consistently impressed by a brand’s customer service are more
   likely to remain loyal to the brand.
2. Thank customers through a social media post or with a
   surprise gift card.
3. Solicit customer feedback through surveys, polls and phone
   calls, which can create a positive impression that customer
   opinions are valued and help to create better products and
   services.
4. Launch a loyalty program that rewards customers for their
   continued patronage.
5. Hold customer events to connect with customers and build a
   community.
6. Create customer advocacy or brand advocacy programs to
   reward customers who provide word-of-mouth advertising on a
   brand’s behalf.
7. Offer discounts or bonuses to long-time or repeat customers.