HOST1033 Lecture Notes - Information Age, Psychographic, Customer Satisfaction
24 Feb 2013
School
Department
Course
Professor
Document Summary
Customer service: anything we do for the customer that enhances the customer experience. Customer expectations: our personal vision of the result that will come from our experience. Customer perceptions: the way we see something based on our experience: list examples of customer service. Updated map of the area or gps in rental cars. A doctor calling you back to see how you are feeling after a professional visit. Empathy in handling customer complaints and questions. Customer service is rare because it requires two things that the average person and organization are unwilling to commit to: spending money and taking action. Customers we do business with outside our organization. This process tells us who our customers look like. Customer attributes are characteristics that allow customers to be categorized according to demographic, psychographic, or firmographic information. Psychographic information (effective: lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, hobbies, political affiliation family influences.
