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Globe > Day 2 : Globe Customer Journey > Flashcards

Day 2 : Globe Customer Journey Flashcards

1
Q

OATC

A

Obsess About The Customer

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2
Q

I want a specialist who is an expert in Globe’s products and services

A

Talks

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3
Q

I want a specialiast who can provide solutions that will address my needs

A

Asks

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4
Q

I want a specialist who takes time to understand my concerns

A

Listens

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5
Q

I want s specialist who makes me feel comfortable

A

Knows

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6
Q

To make customer-focused decisions, not based on personal opinion

A

Profile customers

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7
Q

Speak their language, stand in their shoes

A

Profile customers

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8
Q

irate, maangas, masungit

A

Action Star

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9
Q

platinum subscriber, PWD, senior citizens, buntis

A

VIP

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10
Q

well-groomed, naka uniform, nagmamadali

A

Office Worker

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11
Q

napag-utusan

A

Middleman

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12
Q

business related

A

Negosyante

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13
Q

appearance

A

Foreigner

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14
Q

The customer doesn’t know what they want. That’s why profiling is important.

A

The customer doesn’t know what they want. That’s why profiling is important.

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15
Q

desire to become the most that one can be

A

Self-actualization

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16
Q

respect, self-esteem, status, recognition, strength, freedom

A

Esteem

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17
Q

friendship, intimacy, family, sense of connection

A

Love and belonging

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18
Q

personal security, employment, resources, health, property

A

Safety needs

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19
Q

air, water, food, shelter, sleep, clothing, reproduction

A

Physiological needs

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20
Q

factors that influence buying

A 
income
price
status
current trends
promotion
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21
Q

something that solves a real or imagined problem

A

need

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22
Q

something nice to me

A

want

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23
Q

touchpoints in the customer journey that are likely to exceed expectations

A

want

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24
Q

2 customers can value different things, even if they have the same profile

A

Customer Value

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25
Q

a specific characteristics that defines a product/service

A

Value Type

26
Q

the level of value preferred by the person

A

Value Preference

27
Q

they know what they want, they’ll say what they want

A

seeker

28
Q

make it findable, use the same words that the customer used, be fast

A

seeker

29
Q

full of questions, has a criteria, wants the best offer

A

researcher

30
Q

explain well and be informative, be ready to give options

A

researcher

31
Q

not in a hurry, loves a good deal

A

bargain hunter

32
Q

showcase best offers, emphasize premiums, tell them to act now

A

bargain hunter

33
Q

curious about trends, napadaan lang

A

window shopper

34
Q

show genuine interest, hype up the store

A

window shopper

35
Q

high need, low want

A

seeker

36
Q

high need, high want

A

researcher

37
Q

low need, low want

A

bargain hunter

38
Q

low need, high want

A

window shopper

39
Q

a customer comes in and asks what are the free add-ons they can get with the Plan 1499

A

bargain hunter

40
Q

customer

A

customer profile, needs and wants, customer value, customer motive

41
Q

taking action to create value for someone else

A

service

42
Q

an interactive process between customer and frontliners

A

customer service

43
Q

the bare minimum

A

basic

44
Q

expected

A

average

45
Q

what customers prefer

A

desired

46
Q

something special

A

surprising

47
Q

wow

A

wonderful

48
Q

below the bare minimum

A

criminal

49
Q

its okay, its so so

A

basic

average

50
Q

service na gusto i-provide on a consistent basis

A

desired

51
Q

whenever there is an opportunity

A

surprising

wonderful

52
Q

not want to provide

A

criminal

53
Q

poor service

A

68%

54
Q

product dissatisfaction

A

14%

55
Q

better price elsewhere

A

9%

56
Q

others

A

9%

57
Q

dressing well on a daily basis will help create an impactful impression that allows you to stand out

A

proper grooming

58
Q

the showing of politeness in one’s attitude and bahavior

A

courtesy

59
Q

a series of perception points

A

service transaction

60
Q

points in which our customers perceive our service to them

A

perception points

61
Q

standard greeting

A

Wonderful day, my name is ____ . How can I help you?

Globe (3 decks)

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