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303 key terms
Customer Relations
Corporate culture | the values and ideals that an organization encourages among its employees |
competition | the rivalry between two or more businesses to attract scarce customer dollars |
courtesy | polite behavior: good manners |
customers loyalty | the customer's preference for a business: usually expressed in regular purchases from the business |
customer relations | all the activities a business engages in to interact with its customers |
customer service | activities and benefits provided by a business to its customers to create goodwill and customers satisfaction |
customer- centric | focused on customer needs and wants |
etiquette | rules Appling to acceptable behavior |
FAQ | frequently Asked questions; used by business to answer questions on their websites or other marketing materials |
Incentive | something that will fulfill a customer's specific desire or need |
internal customers | the people(i.e employees) who work cooperatively together to achieve goals |
Patronage | loyalty to a particular business |
proactive | adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather that reacting to problems |
productivity | the amount and the value of goods and services produced (outputs) from set amounts of resources (inputs) |
respect | regard or esteem |
target market | the particular a group of customers a business seeks to attract |
touchpoints | all the opportunities that businesses have to contact with customers and reinforce their brand value |
word-of-mouth | promotion for a business provided by customers who tell others of their satisfaction with the business |