Customer Service and Marketing Principles

These flashcards summarize key concepts from the lecture on customer service and marketing principles, highlighting vocabulary relevant to understanding modern marketing strategies.

e-word-of-mouth

Refers to the online equivalent of word-of-mouth communication, often through social media, reviews, and feedback.

Click Farm

A service where numerous fake accounts interact with content to artificially inflate views, likes, or ratings.

SEO (Search Engine Optimization)

The process of optimizing a website to increase its visibility and ranking on search engines.

Meta Tags

HTML tags that provide metadata about the webpage, crucial for SEO and search engine ranking.

Customer Service

The assistance and advice provided by a company to those who buy or use its products or services.

Business-to-Consumer (B2C)

Refers to transactions conducted directly between a company and consumers.

Active Listening

A communication technique that requires the listener to fully concentrate, understand, respond, and remember what is being said.

Expectation Management

The process of communicating what customers can realistically expect from a product or service.

Word-of-Mouth

The process of consumers exchanging information and opinions about products, services, or companies, influencing others.

Customer Retention

The activities aimed at keeping existing customers over a specific period.