INTERACTING WITH

CUSTOMERS: CUSTOMER
COLLABORATION STRATEGY
 

UNIT-III
 CUSTOMER • Physical
EXPERIENCE • Emotional
DIMENSIONS • Logical
 • Benefits: What benefits is the customer
looking to achieve from interacting with us
and buying our product?
• Effort: What effort does the customer have
to go through to receive our product or
INSIGHTS IN IDIC
service? By understanding this, we would
gain perspective into what impressions we
are creating with our customers and how are
we simplifying/ complicating their lives.
• Frictions: What are the difficulties that the
customer may face to achieve their goal?
 INTERACTING
WITH
CUSTOMERS: • Basics
CUSTOMER • Concept of Customer needs.
COLLABORATION • Concept of Potential value.
STRATEGY
 • Introduction
• What are customer complaints?
COMPLAINING • Benefits of customer complaints
CUSTOMERS: • Importance of customer complaints to your
HIDDEN ASSETS? business?
• How to Turn a Complaining Customer Into an
Asset?
COMPLAINING
CUSTOMERS:
HIDDEN
ASSETS?

INTRODUCTI
ON
 • Create customer complaint guidelines &
policies
• Listen and understand
HOW TO TURN A
COMPLAINING • Apologize
CUSTOMER INTO • Find a solution
AN ASSET? • Follow up with the customer
• Exceed Expectations
 • Listening to Customers
CUSTOMER • Concepts of Social Listening
INSIGHT, • Reasons for Social Listening
DIALOGUE, AND • Application of Social Listening in CRM
SOCIAL MEDIA Illustration 3,4 and 5

• Age of Transparency
• Concept-Significance-benefit and Method