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3.03 Key Terms

TermDefinition
Corporate culture: The values and ideals that an organization encourages among its employees.
Courtesy: Polite behavior; good manners.
Customer 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 customer satisfaction.
Customer-centric: Focused on customer needs and wants.
Internal customers: The people (i.e., employees) who work cooperatively together to achieve business goals.
Patronage: Loyalty to a particular business.
Proactive: Adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather than reacting to problems.
Productivity: The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs).
Touchpoints: All the opportunities that businesses have to connect with customers and reinforce their brand value.
Word-of-mouth promotion: Promotion for a business provided by customers who tell others of their satisfaction with the business.
Created by: gisela.f538
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