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15 cards from this deck
Approaches/techniques to care for current & potential customers
Result of high-quality service; leads to customer loyalty & profits
New customers cost significantly more to acquire than retain
Stages guiding customer from initial interest to purchase
Customers lose confidence; incorrect info causes legal issues
Modern consumers are busy; Amazon set high speed expectations
Ensure satisfaction & identify areas for improvement
Free delivery, flexible time slots, click-and-collect
Positive and professional
Increased revenue from existing customers
Repeat buyers who recommend business (word-of-mouth marketing)
Up to 50% difference in loyalty
25% drop in loyalty
50% of customers have problems; only 5% complain to business
Customers share bad experiences with twice as many people
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