Question 1

Describe the difference between miles and points on British Airways.

Accepted Answer

Miles refer to distance flown

Question 2

Good relationships start with a good fit between customer needs and company capabilities.

Accepted Answer

A) True 
 B)False

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

Steps to building a foundation of loyalty include all EXCEPT _____________.

Accepted Answer

A)  delivering customer satisfaction 
B)  delivery service quality 
C)  segmenting the market to match customer needs and firm capabilities 
D)  acquiring customers who fit the core value proposition 
E)  managing the customer base through effective tiering 
A)  delivering customer satisfaction 
B)  delivery service quality 
C)  segmenting the market to match customer needs and firm capabilities 
D)  acquiring customers who fit the core value proposition 
E)  managing the customer base through effective tiering

Describe the difference between miles and points on British Airways.

Good relationships start with a good fit between customer needs and company capabilities.

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

Steps to building a foundation of loyalty include all EXCEPT _____________.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters

Exam 12: Managing Relationships and Building Loyalty

Describe the difference between miles and points on British Airways.

Good relationships start with a good fit between customer needs and company capabilities.

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

Steps to building a foundation of loyalty include all EXCEPT _____________.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters