Question 1

Customer demographic information is a usually a section of a

Accepted Answer

A)  customer satisfaction survey. 
B)  complaint form. 
C)  blog. 
D)  company website. 
E)  product registration. 
A)  customer satisfaction survey. 
B)  complaint form. 
C)  blog. 
D)  company website. 
E)  product registration.

Question 2

Customer satisfaction leads to

Accepted Answer

A)  switching behaviour. 
B)  product trial. 
C)  customer feedback. 
D)  upselling. 
E)  customer loyalty. 
A)  switching behaviour. 
B)  product trial. 
C)  customer feedback. 
D)  upselling. 
E)  customer loyalty.

Question 3

Even with data from customer satisfaction surveys, customer complaints, and sales reports, many businesses do a poor job of listening to customers because they are

Accepted Answer

A)  internally focused. 
B)  externally focused. 
C)  focused on customer needs. 
D)  focused on the potential customer. 
E)  focused on dissatisfied customers. 
A)  internally focused. 
B)  externally focused. 
C)  focused on customer needs. 
D)  focused on the potential customer. 
E)  focused on dissatisfied customers.

Question 4

Dell uses social media to its advantage by reaching out to bloggers to fix their problems.

Accepted Answer

A) True 
 B)False

Question 5

Describe the Service Profit Chain framework that Arbol Industries adopted to satisfy and keep customers.

Accepted Answer

Arbol understood that a business is more

Question 6

What positive impacts does a high level of customer satisfaction have on a firm?

Accepted Answer

Customer satisfaction is respo

Question 7

Over time the impact of advertising

Accepted Answer

A)  diminishes. 
B)  builds brand equity. 
C)  builds brand awareness. 
D)  creates brand preference. 
E)  encourages product trial. 
A)  diminishes. 
B)  builds brand equity. 
C)  builds brand awareness. 
D)  creates brand preference. 
E)  encourages product trial.

Question 8

One of the ways that Dell uses social media to its advantage is by

Accepted Answer

A)  disputing customer complaints. 
B)  only posting high product ratings on its own website. 
C)  tracking bloggers and posts to assist in marketing communications planning. 
D)  responding to customer suggestions through public relations strategies. 
E)  reaching out to bloggers to fix their problems. 
A)  disputing customer complaints. 
B)  only posting high product ratings on its own website. 
C)  tracking bloggers and posts to assist in marketing communications planning. 
D)  responding to customer suggestions through public relations strategies. 
E)  reaching out to bloggers to fix their problems.

Question 9

Who in a company designs and delivers customer value propositions?

Accepted Answer

A)  senior management 
B)  the marketing function 
C)  the sales function 
D)  customer service and technical support departments 
E)  employees 
A)  senior management 
B)  the marketing function 
C)  the sales function 
D)  customer service and technical support departments 
E)  employees

Question 10

A customer's intention to recommend a firm to others has a big impact on predicting future business performance.

Accepted Answer

A) True 
 B)False

Question 11

A customer with no time who is looking for a specific item is referred to as a

Accepted Answer

A)  browser. 
B)  window shopper. 
C)  mission shopper. 
D)  brand-loyal shopper. 
E)  brand-specific shopper. 
A)  browser. 
B)  window shopper. 
C)  mission shopper. 
D)  brand-loyal shopper. 
E)  brand-specific shopper.

Question 12

What type of feedback is typically measured on a customer satisfaction survey?

Accepted Answer

There are usually five sections on a cus

Exam 39: Customer Attraction, Satisfaction, and Retention Strategies

Customer demographic information is a usually a section of a

Customer satisfaction leads to

Even with data from customer satisfaction surveys, customer complaints, and sales reports, many businesses do a poor job of listening to customers because they are

Dell uses social media to its advantage by reaching out to bloggers to fix their problems.

Describe the Service Profit Chain framework that Arbol Industries adopted to satisfy and keep customers.

What positive impacts does a high level of customer satisfaction have on a firm?

Over time the impact of advertising

One of the ways that Dell uses social media to its advantage is by

Who in a company designs and delivers customer value propositions?

A customer's intention to recommend a firm to others has a big impact on predicting future business performance.

A customer with no time who is looking for a specific item is referred to as a

What type of feedback is typically measured on a customer satisfaction survey?

Microbial Life: Origin and Discovery

Observing the Microbial Cell

Cell Structure and Function

Bacterial Culture, Growth, and Development

Environmental Influences and Control of Microbial Growth

Viruses

Genomes and Chromosomes

Transcription, Translation, and Bioinformatics

Gene Transfer, Mutations, and Genome Evolution

Molecular Regulation

Viral Molecular Biology

Bio-techniques and Synthetic Biology

Energetics and Catabolism

Electron Flow in Organotrophy, Lithotrophy, and Phototrophy

Biosynthesis

Food and Industrial Microbiology

Origins and Evolution

Bacterial Diversity

Archaeal Diversity

Eukaryotic Diversity

Microbial Ecology

Microbes in Global Elemental Cycles

Human Microbiota and Innate Immunity

The Adaptive Immune Response

Microbial Pathogenesis

Microbial Diseases

Antimicrobial Therapy

Clinical Microbiology and Epidemiology

What Do Winning Organizations Do Well

Understanding Customer Needs

Choosing Which Customers to Serve

Developing a Strong Marketing Plan

Product and Brand Strategies

Pricing Strategies

Channel Strategies

Marketing Communications Strategies

Delivering Customer Value

Building a Customer-Focused Business

Building the Marketing Organization of the Future

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