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Competition: The rivalry between two or more businesses to attract scarce customer dollars
Corporate culture: The values and ideals that an organization encourages among its employees
Courtesy: Polite behavior; good manners
Customer loyalty: The customer’s preference for a business; usually expressed in regular purchases from the business
Customer relations: All the activities a business engages in to interact with its customers
Customer service: Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
Customer-centric: Focused on customer needs and wants
Etiquette: Rules applying to acceptable behavior
FAQs: Frequently Asked Questions; used by businesses to answer questions on their websites or other marketing materials
Incentive: Something that will fulfill a customer’s specific desire or need
Internal customers: The people (i.e., employees) who work cooperatively together to achieve business goals
Patronage: Loyalty to a particular business
Proactive: Adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather than reacting to problems
Productivity: The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs)
Respect: Regard or esteem
Target market: The particular group of customers a business seeks to attract
Touch points: All the opportunities that businesses have to connect with customers and reinforce their brand value
Word-of-mouth promotion: Promotion for a business provided by customers who tell others of their satisfaction with the business