CBA Marketing & Customer Relations Flashcards

What is 'content marketing' as a business strategy?

Answer: Creating and distributing valuable, relevant content to attract and retain a target audience

Content marketing focuses on creating and sharing valuable content to attract, engage, and retain an audience, ultimately driving profitable customer action.

In customer service, what is the concept of 'first contact resolution' (FCR)?

Answer: Resolving a customer's issue during their initial interaction without requiring follow-up

First contact resolution (FCR) means fully resolving a customer's issue during their first interaction, without needing callbacks or follow-up contacts.

What is the purpose of a loyalty program in customer relations?

Answer: To reward repeat customers and increase long-term retention and spend

Loyalty programs incentivize repeat purchases by rewarding customers with points, discounts, or exclusive benefits, increasing retention and lifetime value.

Which marketing approach focuses on identifying the needs of customers and creating products to satisfy those needs, rather than selling existing products?

Answer: Market orientation

Market orientation centers the organization on understanding and meeting customer needs, integrating this insight throughout all business functions.

What is 'omnichannel marketing'?

Answer: Providing a seamless, integrated customer experience across all online and offline channels

Omnichannel marketing creates a unified customer experience across all touchpoints, including physical stores, websites, mobile apps, and social media.

What is the primary difference between B2B and B2C marketing?

Answer: B2B marketing targets businesses and involves longer sales cycles, while B2C targets individual consumers with shorter cycles

B2B marketing targets organizational buyers with longer, relationship-driven sales processes, while B2C targets individual consumers with faster, emotion-driven decisions.