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Q: Select the one that you would most prefer in a job. Customer focused. Transaction focused.
A: Cluster or segment target customers based on their common behaviors. Determine the priorities of your customer "clusters". When possible, focus on customers with high current or future value—for example, [ someone who frequently accesses your services. A comparable example is a frequent flier program—airlines offer a higher level of service (such as early boarding privileges) to
their frequent flyers, while still meeting the needs of their other passengers. To target the highest level of service to your "frequent flyers", you also need to identify the best ways to serve non-target customers, those to whom it is expensive to provide services, or those who might be better served by other means. This is a necessary part of a customer focus. One example: a fire department could discourage residents from contacting the department to remove cats from trees by charging a $20 fee for performing the service, and by advertising their busy emergency call load. ]
Expert answered|dailyduty|Points 30|
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Asked 9/16/2013 12:12:29 AM
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