Giving feedback
3. Understand the use of loyalty schemes in customer relationship management Information from loyalty schemes Purchasing habits Opinions Preferences Profiles of customers Use of information Targeting groups of customers Product development to meet customer needs Adapting marketing mix Personalising marketing Choice of media for promotion 4. Be able to plan improvements to customer relationship management Review Systems in use Current role of staff Service policies in use Quality benchmarks used Quality of customer service Available data on customer satisfaction Potential improvements to processes New software systems Customer service policies Working towards recognised quality standards Introduction of mystery shoppers Introduction of a CSR department Potential improvements to the role of staff Recruitment of right staff Training Clear vision and mission Appropriate access to customer data
5.7 Employability Skills Unit aims
To give learners the opportunity to enhance the employability skills
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