Module 4: Customer Relationship Management

ANSWERS

Reflect Upon
Have you ever had a bad experience in a restaurant? What happened? Did you go back after your
unsatisfactory experience? Why or why not?
- Yes, it is in a famous restaurant chain. Waiters and cashers won’t pay attention to the requests
on their customers and they always got wrong in their services that’s why we don’t want to go back there
to avoid complications and stress.

Reflect Upon
Do you have a favorite store that you always buy from? What makes you go back to buy again from that
store?
- One of my favorite stores is Watsons. Their customer service and staff did a really great job in
doing their things at work.

What I have learned so far?

1. How are the concepts value, customer satisfaction, and customer retention related to each other?
- Customer satisfaction is how customers feel, while retention is how they act. Moreover, while
customer satisfaction and retention are seemingly related, it can happen that your satisfaction score grows
while customers drop off and your sales plummet.
2. Why do companies value customer loyalty?
- Customer loyalty increases profits, improves sales success and allows for sustainable growth. A
well-designed and well-executed loyalty programme can help you retain existing customers, attract new
customers, reduce turnover and drive profits.

Reflect Upon
Do you own a loyalty or rewards card? YES. From which company? LEE PLAZA. How often do you
use it? WHENEVER I BUY SOMETHING AT THAT MALL. Do you think the rewards that you get
are enough to keep you loyal to the company? I DON’T THINK SO AS I PREFER TO GO TO
SUPERMARKETS WHICH IS CHEAPER.

Beyond Walls 4.3

1. How can social media team successfully use hashtag to engage their audiences?
- By using the trending hashtag in your content update, you can get your post seen by a much
larger audience. This means that more and more people can see your updates rather than just your fans
and followers, therefore more and more people will re-share it, helping to boost your brand awareness.
2. What benefits can they get from using hashtags?
- Hashtags create great visibility for a campaign, and help you reach your target audience by
using relevant hashtags that you know your audience is already following. When used to promote an
event, the hashtag not only connects you with your followers, but your followers with each other.