Exam 14: Customer Satisfaction, Loyalty, and Empowerment

Privacy policies and privacy laws apply to individual customers and not business customers.

The _____ requires certain institutions to provide written notices of their privacy policies.

Early research on loyalty showed that loyal customers were more willing to overlook a problem related to the brand.

Not understanding a customer's expectations or needs indicates a(n)_____ gap.

Influencer marketing is implemented with the intent to:

Sugging involves misrepresenting or lying about the source of the information in an effort to gain an unfair advantage.

_____ is a catchall phrase for online channels of communication that builds communities.

A social network is another name for a viral market.

Social media spending _____ in 2008 and continued to rise through 2011 despite the poor economy.

Some firms utilize loyalty programs to collect useful data about customers.

Customers are more likely to tell their friends about negative experiences with companies than positive ones because:

What three questions must marketers be able to answer prior to activating an influencer panel?

Influencers are known as the early majority.

The net promoter score is the number of recommenders an offering has:

Studies show that if a company can resolve a customer's complaint well,the customer's attitude toward the company is improved,possibly even beyond the level of his or her original satisfaction.

Sugging refers to:

A customer is _____ when an offering meets his/ her expectations.

List and describe the four loyalty effects that result from successful loyalty programs.

When setting expectations,firms should:

Habitual purchases are typically made for low-involvement offerings.