Marketing 20 | Saskatchewan Curriculum

(a)	Differentiate between customer service and customer experiences.
(b)	Explain what customer-centric marketing means and the importance of a business or organization knowing and understanding its customers.
(c)	Examine the benefits (e.g., greater brand loyalty and improved customer retention) of such marketing efforts.
(d)	Discuss the importance of monitoring, managing and responding to online and other reviews.
(e)	Propose strategies for replying to both positive and negative online reviews.
(f)	Identify the stages (e.g., pre-purchase, purchase and post-purchase) of a customer journey map.
(g)	Explore effective marketing strategies for connecting with consumers at each of the stages.
(h)	Reflect on personal encounters with poor and exemplary customer experiences.
(i)	Describe characteristics of ideal customer experiences.
(j)	Assess the role that marketers play in creating and supporting the ideal customer experience through customer experience marketing.