Day 2 : Globe Customer Journey

Question 1

OATC

Answer 1

Obsess About The Customer

Question 2

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

Answer 2

Talks

Question 3

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

Answer 3

Asks

Question 4

I want a specialist who takes time to understand my concerns

Answer 4

Listens

Question 5

I want s specialist who makes me feel comfortable

Answer 5

Knows

Question 6

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

Answer 6

Profile customers

Question 7

Speak their language, stand in their shoes

Answer 7

Profile customers

Question 8

irate, maangas, masungit

Answer 8

Action Star

Question 9

platinum subscriber, PWD, senior citizens, buntis

Answer 9

VIP

Question 10

well-groomed, naka uniform, nagmamadali

Answer 10

Office Worker

Question 11

napag-utusan

Answer 11

Middleman

Question 12

business related

Answer 12

Negosyante

Question 13

appearance

Answer 13

Foreigner

Question 14

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

Answer 14

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

Question 15

desire to become the most that one can be

Answer 15

Self-actualization

Question 16

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

Answer 16

Esteem

Question 17

friendship, intimacy, family, sense of connection

Answer 17

Love and belonging

Question 18

personal security, employment, resources, health, property

Answer 18

Safety needs

Question 19

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

Answer 19

Physiological needs

Question 20

factors that influence buying

Answer 20

income
price
status
current trends
promotion

Question 21

something that solves a real or imagined problem

Answer 21

need

Question 22

something nice to me

Answer 22

want

Question 23

touchpoints in the customer journey that are likely to exceed expectations

Answer 23

want

Question 24

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

Answer 24

Customer Value

Question 25

a specific characteristics that defines a product/service

Answer 25

Value Type

Question 26

the level of value preferred by the person

Answer 26

Value Preference

Question 27

they know what they want, they'll say what they want

Answer 27

seeker

Question 28

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

Answer 28

seeker

Question 29

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

Answer 29

researcher

Question 30

explain well and be informative, be ready to give options

Answer 30

researcher

Question 31

not in a hurry, loves a good deal

Answer 31

bargain hunter

Question 32

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

Answer 32

bargain hunter

Question 33

curious about trends, napadaan lang

Answer 33

window shopper

Question 34

show genuine interest, hype up the store

Answer 34

window shopper

Question 35

high need, low want

Answer 35

seeker

Question 36

high need, high want

Answer 36

researcher

Question 37

low need, low want

Answer 37

bargain hunter

Question 38

low need, high want

Answer 38

window shopper

Question 39

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

Answer 39

bargain hunter

Question 40

customer

Answer 40

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

Question 41

taking action to create value for someone else

Answer 41

service

Question 42

an interactive process between customer and frontliners

Answer 42

customer service

Question 43

the bare minimum

Answer 43

basic

Question 44

expected

Answer 44

average

Question 45

what customers prefer

Answer 45

desired

Question 46

something special

Answer 46

surprising

Question 47

wow

Answer 47

wonderful

Question 48

below the bare minimum

Answer 48

criminal

Question 49

its okay, its so so

Answer 49

basic | average

Question 50

service na gusto i-provide on a consistent basis

Answer 50

desired

Question 51

whenever there is an opportunity

Answer 51

surprising | wonderful

Question 52

not want to provide

Answer 52

criminal

Question 53

poor service

Answer 53

68%

Question 54

product dissatisfaction

Answer 54

14%

Question 55

better price elsewhere

Answer 55

9%

Question 56

others

Answer 56

9%

Question 57

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

Answer 57

proper grooming

Question 58

the showing of politeness in one's attitude and bahavior

Answer 58

courtesy

Question 59

a series of perception points

Answer 59

service transaction

Question 60

points in which our customers perceive our service to them

Answer 60

perception points

Question 61

standard greeting

Answer 61

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