Lesson 6.1: Intro to Customer Relations

Overview

Introduction to Customer Relations as a key component of business success.
Focus on how businesses can build positive relationships with customers similar to how Marco built loyalty at his breakfast restaurant.

Definition of Customer Relations
- Activities aimed at fostering positive relationships with customers.
- Involves specific plans to build and maintain these relationships.
- Often assigned to a specific role in a company.
Benefits of Customer Relations
- Increased Customer Retention: Customers keep returning if treated well. Highlights that 61% of customers leave after a bad experience.
- Boost in Customer Loyalty: Customers continue buying despite better offers from competitors; related but distinct from retention.
- Enhancement in Customer Satisfaction: Prioritizing customer needs leads to satisfaction.
- Increase in Customer Feedback: Strong relationships encourage honest communication and feedback.
Customer Relations vs. Customer Service
- Customer Relations is proactive, preventing issues before they arise.
- Customer Service is reactive, resolving issues as they occur.
Tips for Building Positive Customer Relations
- Understanding and Addressing Customer Needs: Use observation, interviews, market research, and data analysis.
- Prioritizing Consistency: Ensure a consistent customer journey and communication (e.g., consistent brand image).
- Creating Emotional Connections: Build personal connections with customers for stronger loyalty.
Role of Customer Relations Manager
- Leads the customer relations team and implements strategies.
- Skills needed: people skills, creativity, data analysis experience, proactive problem-solving.

Real DECA question discussed to test understanding: The proactive solution of offering to place packages in one large bag.

Great effort in learning about customer relations in this session. Continue to explore and test your knowledge with practical examples.