Customer Intimacy“Most companies that aim to achieve leadership in customer intimacy provide the maximum decision-making power in the hands of the customer support executives”. Which of the following statements provides the most suitable reason for this?It reduces the waiting time for customers while receiving the resolution of a problemCustomer support executives are unbiased towards all customers whereas the upper management may show some bias.Customer support executives can help majorly in profit-making as they can sell products directly to the customers.The upper management of companies that aim for customer intimacy leadership is inadequate in taking up the responsibilities.

Customer IntimacyWhich of the following are the best ways for a company to achieve customer intimacy? Note: More than one option can be selected.Organise customer meetups and encourage them to raise their concerns.Send reminder mails at least twice every day.Visit customers frequently and ask for feedback.Encourage customers to share personal information to build a deeper bond with them.

Strategies that allow companies to excel in customer attention and customer service are known as:Question 5Answera.Customer delightb.Customer intimacyc.Customer satisfactiond.Customer affection

Why is it important to have a dedicated support handle separate from the marketing communication handle?To ensure timely customer supportTo avoid addressing customer queriesTo minimize customer interaction

Which principle emphasizes the need to understand and meet the requirements of customers?Question 18Answera.Customer focusb.Leadershipc.Involvement of peopled.Process approach

Customer LoyaltyThere are five questions associated with this passageSuccessful companies try to increase revenue and reduce costs by building strong customer loyalty. They do this by providing value in their products and services.Companies that are successful know that customers build relationships with their employees. The quality of these relationships affects how customers view the company. If employees offer higher levels of service, then customers feel better about the company.Employees can give better service to customers if they know more about their company’s products and services. The longer that employees stay with a company, the more they know about what it has to offer customers.Having more knowledgeable employees often means that a company can offer better service to its customers. As the quality of service goes up, customer loyalty also goes up.Companies benefit in the following ways by building customer loyalty:Sales increase as repeat business and referrals increase.The cost of finding new customers is reduced.Employees become happier because they are valued by loyal customers.Most importantly, as revenue goes up and costs go down, profits increase.It is almost impossible to build strong customer loyalty without knowledgeable, committed employees. It appears that customer loyalty and employee loyalty go hand in hand. Therefore, both customer loyalty and employee loyalty are essential to a company’s success.What happens when loyal customers value the services provided by a company?Employees become more satisfied with their jobEmployees become more knowledgeableEmployees become more concerned about customersEmployees improve their job performanceEmployees share in the company’s profits