Question 1

Which of the following is NOT one of the key strategies used to reduce customer defections?

Accepted Answer

A)  Eliminate nuisance customers. 
B)  Address key churn drivers. 
C)  Implement effective complaint handling and service recovery procedures. 
D)  Increase switching costs. 
E)  Analyze customer defections and monitor declining accounts. 
A)  Eliminate nuisance customers. 
B)  Address key churn drivers. 
C)  Implement effective complaint handling and service recovery procedures. 
D)  Increase switching costs. 
E)  Analyze customer defections and monitor declining accounts.

Question 2

Describe the "Iron" customer segment discussed by Zeithaml, Rust, and Lemon.

Accepted Answer

These are the bulk of the cust

Question 3

ING Direct could be called the fast-food model of consumer banking because it is about as no-frills as it gets.

Accepted Answer

A) True 
 B)False

Question 4

DHL's less powerful accounts generate significantly lower profitability than their major accounts.

Accepted Answer

A) True 
 B)False

Which of the following is NOT one of the key strategies used to reduce customer defections?

Describe the "Iron" customer segment discussed by Zeithaml, Rust, and Lemon.

ING Direct could be called the fast-food model of consumer banking because it is about as no-frills as it gets.

DHL's less powerful accounts generate significantly lower profitability than their major accounts.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 12: Managing Relationships and Building Loyalty

Which of the following is NOT one of the key strategies used to reduce customer defections?

Describe the "Iron" customer segment discussed by Zeithaml, Rust, and Lemon.

ING Direct could be called the fast-food model of consumer banking because it is about as no-frills as it gets.

DHL's less powerful accounts generate significantly lower profitability than their major accounts.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters