2I

Question 1

Customer Needs

Answer 1

Customer Needs are the essential requirement that customers intend to fulfil with the purchase of a good or services from a business.

Question 2

Customers expectations

Answer 2

Customer expectations are the values or benefits that customers seek when purchasing a good or service from a business.

Question 3

customers retention

Answer 3

is the ability of a business to keep its customer over time and is a measure of customer loyalty.

Question 4

Example of a Case Study

Answer 4

The iconic is an Australian online fashion retailer. since its launch in 2011, the iconic has consistently exceeded customers needs and kept up with changing customers of the iconic have consistently rated their customer problem as quickly as possible, with a dedicated customer service team of 100 staff who manage queries through phone, online chat, social media and email channels. in addition, the iconic offers customers free 30 day returns for purchased goods and a range of delivery options to increase customer convenience, such as same day delivery and express delivery.