Podcast
Questions and Answers
Which of the following is NOT a method of customer service mentioned in the text?
Which of the following is NOT a method of customer service mentioned in the text?
What is the focus of customer relationship management (CRM) according to the text?
What is the focus of customer relationship management (CRM) according to the text?
How has CRM changed over time according to the text?
How has CRM changed over time according to the text?
What is the goal of customer satisfaction according to the text?
What is the goal of customer satisfaction according to the text?
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What do companies seek to achieve by delighting customers according to the text?
What do companies seek to achieve by delighting customers according to the text?
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What is the key component of a successful marketing approach according to the text?
What is the key component of a successful marketing approach according to the text?
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What can marketers do to improve their ranking on the ethical standards scale according to the text?
What can marketers do to improve their ranking on the ethical standards scale according to the text?
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What are customers concerned about according to the text?
What are customers concerned about according to the text?
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What are ethics according to the text?
What are ethics according to the text?
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What can ethics do to a business according to the text?
What can ethics do to a business according to the text?
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Which one of the following is the main belief behind a customer service mindset?
Which one of the following is the main belief behind a customer service mindset?
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What are some benefits of having a customer service mindset?
What are some benefits of having a customer service mindset?
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What does customer service focus on?
What does customer service focus on?
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What percentage of consumers have changed their minds about buying a good or service due to a poor service experience?
What percentage of consumers have changed their minds about buying a good or service due to a poor service experience?
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On average, how much revenue do loyal customers bring in compared to the value of their first purchase?
On average, how much revenue do loyal customers bring in compared to the value of their first purchase?
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How many positive experiences with a customer does it take to make up for one unresolved negative experience?
How many positive experiences with a customer does it take to make up for one unresolved negative experience?
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How many more people does news of bad customer service reach compared to comments about a good service experience?
How many more people does news of bad customer service reach compared to comments about a good service experience?
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How much more expensive is it to get a new customer compared to keeping an existing customer?
How much more expensive is it to get a new customer compared to keeping an existing customer?
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Which one of the following is a human method of customer service?
Which one of the following is a human method of customer service?
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What do companies create to track the effectiveness of their customer service strategy?
What do companies create to track the effectiveness of their customer service strategy?
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Which of the following is NOT a step in the ethical decision-making framework?
Which of the following is NOT a step in the ethical decision-making framework?
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What is the purpose of creating an ethical climate in the workplace?
What is the purpose of creating an ethical climate in the workplace?
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Which of the following is NOT a factor that affects consumers in relation to corporate partners?
Which of the following is NOT a factor that affects consumers in relation to corporate partners?
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What is the role of corporate partners in creating a finished product?
What is the role of corporate partners in creating a finished product?
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Which of the following is NOT a trend affecting marketing?
Which of the following is NOT a trend affecting marketing?
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What is the first step in the ethical decision-making framework?
What is the first step in the ethical decision-making framework?
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What is the purpose of discussing the pending decision with stakeholders in the ethical decision-making framework?
What is the purpose of discussing the pending decision with stakeholders in the ethical decision-making framework?
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What is the role of management commitment in creating an ethical climate in the workplace?
What is the role of management commitment in creating an ethical climate in the workplace?
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What is the role of employee dedication in creating an ethical climate in the workplace?
What is the role of employee dedication in creating an ethical climate in the workplace?
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What is the purpose of controls in creating an ethical climate in the workplace?
What is the purpose of controls in creating an ethical climate in the workplace?
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Study Notes
Customer Service and Relationship Management
- Customer relationship management (CRM) focuses on creating long-term relationships with customers to enhance loyalty and retention.
- CRM has evolved over time from a transaction-based approach to a more customer-centric approach.
Customer Satisfaction and Delight
- The goal of customer satisfaction is to meet customer expectations and needs.
- Companies aim to delight customers to build strong relationships, drive loyalty, and encourage positive word-of-mouth.
Marketing Approach and Ethics
- The key component of a successful marketing approach is building strong relationships with customers.
- Marketers can improve their ranking on the ethical standards scale by prioritizing transparency, honesty, and customer well-being.
- Customers are concerned about ethics, and companies should prioritize ethical practices to maintain trust and loyalty.
Benefits of Customer Service Mindset
- A customer service mindset prioritizes building relationships and ensuring customer satisfaction.
- Benefits of having a customer service mindset include increased loyalty, retention, and positive word-of-mouth.
Customer Service Statistics
- 80% of consumers have changed their minds about buying a good or service due to a poor service experience.
- Loyal customers bring in 10 times more revenue compared to the value of their first purchase.
- It takes 12 positive experiences to make up for one unresolved negative experience.
- News of bad customer service reaches 24 more people compared to comments about a good service experience.
- Acquiring a new customer is 5 times more expensive than keeping an existing customer.
Human Method of Customer Service
- Human methods of customer service involve personalized, face-to-face interactions with customers.
Tracking Customer Service Strategy
- Companies create key performance indicators (KPIs) to track the effectiveness of their customer service strategy.
Ethical Decision-Making Framework
- The purpose of the ethical decision-making framework is to guide decision-makers in making ethical choices.
- The first step in the ethical decision-making framework is to identify the problem or dilemma.
Creating an Ethical Climate
- The purpose of creating an ethical climate in the workplace is to promote ethical behavior and decision-making.
- Management commitment and employee dedication are essential in creating an ethical climate in the workplace.
- Controls such as policies and procedures help to maintain an ethical climate in the workplace.
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Description
Test your knowledge on the Customer Service Mindset in business. Evaluate your understanding of the key beliefs and attitudes that prioritize excellent customer service.
