Podcast
Questions and Answers
What is the main focus of customer loyalty?
What is the main focus of customer loyalty?
- Convenience of product usage
- Creating an emotional bond with customers (correct)
- Promoting discounts and special offers
- Reducing customer churn rates
Which of the following is NOT considered a driver of customer satisfaction?
Which of the following is NOT considered a driver of customer satisfaction?
- High perceived value
- Consistent quality of products
- Increased profits for the company (correct)
- Emotional connection with the brand
How is customer retention commonly measured?
How is customer retention commonly measured?
- Retention rate (correct)
- Customer engagement metrics
- Frequency of purchases
- Brand advocacy levels
Which dimension of product quality refers to a product's primary operating characteristics?
Which dimension of product quality refers to a product's primary operating characteristics?
What motivation typically drives customer retention strategies?
What motivation typically drives customer retention strategies?
Which aspect differentiates customer loyalty from customer retention?
Which aspect differentiates customer loyalty from customer retention?
Which of the following dimensions of quality involves matching a product's characteristics to pre-established standards?
Which of the following dimensions of quality involves matching a product's characteristics to pre-established standards?
Which of the following best represents a positive customer experience driver?
Which of the following best represents a positive customer experience driver?
What does customer loyalty primarily focus on?
What does customer loyalty primarily focus on?
Which strategy is a key driver of customer retention?
Which strategy is a key driver of customer retention?
How is customer retention typically measured?
How is customer retention typically measured?
What distinguishes customer loyalty from customer retention?
What distinguishes customer loyalty from customer retention?
Which of the following metrics is relevant for assessing customer satisfaction?
Which of the following metrics is relevant for assessing customer satisfaction?
What can be a significant misconception about customer feedback?
What can be a significant misconception about customer feedback?
Which of the following is NOT typically considered a key driver of customer loyalty?
Which of the following is NOT typically considered a key driver of customer loyalty?
Which dimension of product quality relates directly to customer satisfaction?
Which dimension of product quality relates directly to customer satisfaction?
What is primarily measured by customer retention?
What is primarily measured by customer retention?
Which factor is NOT mentioned as contributing to customer retention?
Which factor is NOT mentioned as contributing to customer retention?
Which of these outcomes is a direct benefit of high customer retention rates?
Which of these outcomes is a direct benefit of high customer retention rates?
What strategy can help improve customer retention?
What strategy can help improve customer retention?
Which of the following dimensions of product quality significantly impacts customer retention?
Which of the following dimensions of product quality significantly impacts customer retention?
Which measure is most directly correlated with customer satisfaction?
Which measure is most directly correlated with customer satisfaction?
How can personalizing the customer experience affect customer loyalty?
How can personalizing the customer experience affect customer loyalty?
Flashcards
Customer Retention
Customer Retention
A company's ability to keep its customers over time, measured by repeat purchases and preventing customer switches to competitors.
Product Quality
Product Quality
The degree of satisfaction customers get from a product.
Customer Service
Customer Service
The positive experience a customer has with a company's support staff.
Price
Price
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Brand Loyalty
Brand Loyalty
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Increased Sales
Increased Sales
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Reduced Marketing Costs
Reduced Marketing Costs
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Customer Lifetime Value
Customer Lifetime Value
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Retention Rate
Retention Rate
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Customer Loyalty
Customer Loyalty
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Repeat Purchase Rate
Repeat Purchase Rate
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Customer Feedback Methods
Customer Feedback Methods
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Customer Satisfaction Metrics
Customer Satisfaction Metrics
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Customer Retention Key Drivers
Customer Retention Key Drivers
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Customer Loyalty Focus
Customer Loyalty Focus
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Customer Satisfaction Drivers
Customer Satisfaction Drivers
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Quality Dimension: Performance
Quality Dimension: Performance
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Quality Dimension: Features
Quality Dimension: Features
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Quality Dimension: Reliability
Quality Dimension: Reliability
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Quality Dimension: Conformance
Quality Dimension: Conformance
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Quality Dimension: Durability
Quality Dimension: Durability
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Study Notes
Customer Retention
- Customer retention is a company's ability to keep its customers over time, turning them into repeat buyers, and preventing them from switching to competitors.
- Factors contributing to customer retention:
- Product quality: Satisfied customers are more likely to stay.
- Customer service: Positive experiences lead to customer loyalty.
- Price: Customers value good value for their money.
- Brand loyalty: Loyal customers stick with a brand, even with better offers elsewhere.
Customer Retention Benefits
- Increased sales: Repeat business from existing customers.
- Reduced marketing costs: Lower spending on attracting new customers.
- Improved customer lifetime value: Long-term customers are more valuable.
- Stronger brand reputation: High retention rates build a strong brand image.
Improving Customer Retention
- Focus on customer satisfaction: Excellent service and satisfied customers are key.
- Personalize customer experience: Making customers feel valued.
- Offer loyalty programs: Rewarding loyal customers.
- Easy business transactions: Online ordering and seamless returns.
Customer Retention vs. Customer Loyalty
- Customer retention focuses on keeping customers from leaving.
- Customer loyalty is a deeper, emotional commitment to a brand.
Customer Retention Drivers
- Effective customer service
- Regular communication and follow-up
- Quality of products/services
- Convenience and ease of use
Customer Loyalty Drivers
- Deep emotional connection
- Preference for a particular brand
- Loyal customers choose a brand over competitors, even with alternatives.
- Building a strong emotional connection and brand attraction drives repeated purchases.
Key Differences (Retention vs. Loyalty)
- Focus: Keeping customers versus building an emotional bond.
- Motivation: Practical vs. emotional reasons
- Measurement: Retention rate vs. loyalty programs/repeat purchases
- Strategies: Discounts/special offers/follow-ups vs. personalized experiences/brand engagement
Understanding Customer Needs
- Organizations must understand customer needs and expectations (e.g., food quality, service, atmosphere, accurate bills, etc.) to satisfy them..
Quality Dimensions of Goods/Service
- Performance: Primary characteristics (acceleration, braking, handling in cars).
- Features: Extra functionalities ("bells and whistles" in cars)
- Reliability: Probability of a product surviving under specific conditions.
- Conformance: Degree to which a product conforms to standards.
- Durability: Longevity before needing replacement.
- Serviceability: Speed, courtesy, and competence of repair.
- Aesthetics: Looks, feel, sounds, taste, or smell.
Customer Service (Service Quality)
- Reliability: Delivering on promises.
- Assurance: Employees' knowledge, convey confidence.
- Tangibles: Appearance of facilities and personnel.
- Empathy: Caring and individual attention.
- Responsiveness: Prompt service.
Kano Model
- Dissatisfiers: Basic needs (must have's).
- Satisfiers: Customer wants (expected).
- Exciters/Delighters: Unexpected features that delight customers.
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