Service Delivery and Business Profitability (Grade 12 NSC Matric Tourism): Flashcards
📚Flashcards
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Practise the cards
10 cards from this deck
Role of customers in business
Role of customers in business
Cornerstone/foundation of all business activity
Result of no satisfied customers
Result of no satisfied customers
No sales, business cannot survive or grow
Service vs marketing: longer impact?
Service vs marketing: longer impact?
Customer service
Modern customer expectations
Modern customer expectations
Higher expectations, more demanding than before
New vs existing customer cost
New vs existing customer cost
New costs 5-25x more than retaining existing
What satisfied customers become
What satisfied customers become
Advocates who recommend business to others
Good service effect on reputation
Good service effect on reputation
Builds strong reputation in marketplace
Internal customers definition
Internal customers definition
Employees
Quality service effect on price sensitivity
Quality service effect on price sensitivity
Customers become less price-sensitive
Pricing benefit of service excellence
Pricing benefit of service excellence
Greater flexibility to increase prices