Question 1

A typical customer satisfaction survey measures a customer's intention to repurchase from the firm.

Accepted Answer

A) True 
 B)False  True

Question 2

Companies are powerless against customer-generated content on social media networks.

Accepted Answer

A) True 
 B)False  False

Question 3

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. A

Question 4

Different levels of customer satisfaction have tremendous impact on customer loyalty.

Accepted Answer

A) True 
 B)False

Question 5

Loyal customers are the least likely to forgive a business for a negative experience because,once lost,brand loyalty is gone forever.

Accepted Answer

A) True 
 B)False

Question 6

In a customer satisfaction survey,customers who give a score of 5 (very satisfied)are two times more likely to repurchase as customers who give a score of 4 (satisfied).

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

Customer satisfaction is respo

Question 8

Negative critical incidents,if handed properly,can enhance customer satisfaction and loyalty.

Accepted Answer

A) True 
 B)False

Question 9

Employees are satisfied when the organization is successful in

Accepted Answer

A) satisfying its customers. 
B) increasing profitability. 
C) achieving revenue growth. 
D) creating value for them. 
E) providing training. 
A) satisfying its customers. 
B) increasing profitability. 
C) achieving revenue growth. 
D) creating value for them. 
E) providing training.

Question 10

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 11

The lowest box score (percentage of customers who scored a 1)is the best indicator of business performance.

Accepted Answer

A) True 
 B)False

Question 12

By enabling customers to rate its products on its own website,Dell is

Accepted Answer

A) creating customer value. 
B) reviewing customer segments. 
C) using social media to its advantage. 
D) researching brand perceptions. 
E) thwarting competitive threats. 
A) creating customer value. 
B) reviewing customer segments. 
C) using social media to its advantage. 
D) researching brand perceptions. 
E) thwarting competitive threats.

Question 13

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 14

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 15

Companies with higher customer satisfaction scores experience volatile stock values and cash flows.

Accepted Answer

A) True 
 B)False

Question 16

In a typical customer satisfaction survey,the best indicator of business performance is

Accepted Answer

A) the percentage of customers who are willing to recommend the firm. 
B) the percentage of customers who plan to repurchase from the firm. 
C) the number of customers who scored a 5 (very satisfied). 
D) the number of customers who scored a 1 (very dissatisfied). 
E) the average satisfaction score. 
A) the percentage of customers who are willing to recommend the firm. 
B) the percentage of customers who plan to repurchase from the firm. 
C) the number of customers who scored a 5 (very satisfied). 
D) the number of customers who scored a 1 (very dissatisfied). 
E) the average satisfaction score.

Question 17

Compared to customer satisfaction,customer complaints have a greater impact on

Accepted Answer

A) the customer satisfaction measurement. 
B) the stock value gap. 
C) marketing communications planning. 
D) future business performance. 
E) future product development. 
A) the customer satisfaction measurement. 
B) the stock value gap. 
C) marketing communications planning. 
D) future business performance. 
E) future product development.

Question 18

The first step in building customer loyalty is to truly listen to customers.

Accepted Answer

A) True 
 B)False

Question 19

Shareholder value is created by

Accepted Answer

A) investment in employee training. 
B) increasing staffing at the point of sale/service. 
C) satisfied customers who spend more. 
D) employing profit-sharing plans. 
E) return on investment. 
A) investment in employee training. 
B) increasing staffing at the point of sale/service. 
C) satisfied customers who spend more. 
D) employing profit-sharing plans. 
E) return on investment.

Question 20

The final step of sustaining improvement is the most important step in developing customer loyalty.

Accepted Answer

A) True 
 B)False

A typical customer satisfaction survey measures a customer's intention to repurchase from the firm.

Companies are powerless against customer-generated content on social media networks.

Over time the impact of advertising

Different levels of customer satisfaction have tremendous impact on customer loyalty.

Loyal customers are the least likely to forgive a business for a negative experience because,once lost,brand loyalty is gone forever.

In a customer satisfaction survey,customers who give a score of 5 (very satisfied)are two times more likely to repurchase as customers who give a score of 4 (satisfied).

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

Negative critical incidents,if handed properly,can enhance customer satisfaction and loyalty.

Employees are satisfied when the organization is successful in

Customer satisfaction leads to

The lowest box score (percentage of customers who scored a 1)is the best indicator of business performance.

By enabling customers to rate its products on its own website,Dell is

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

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

Companies with higher customer satisfaction scores experience volatile stock values and cash flows.

In a typical customer satisfaction survey,the best indicator of business performance is

Compared to customer satisfaction,customer complaints have a greater impact on

The first step in building customer loyalty is to truly listen to customers.

Shareholder value is created by

The final step of sustaining improvement is the most important step in developing customer loyalty.

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

Filters

Exam 11: Customer Attraction, Satisfaction, and Retention Strategies

A typical customer satisfaction survey measures a customer's intention to repurchase from the firm.

Companies are powerless against customer-generated content on social media networks.

Over time the impact of advertising

Different levels of customer satisfaction have tremendous impact on customer loyalty.

Loyal customers are the least likely to forgive a business for a negative experience because,once lost,brand loyalty is gone forever.

In a customer satisfaction survey,customers who give a score of 5 (very satisfied)are two times more likely to repurchase as customers who give a score of 4 (satisfied).

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

Negative critical incidents,if handed properly,can enhance customer satisfaction and loyalty.

Employees are satisfied when the organization is successful in

Customer satisfaction leads to

The lowest box score (percentage of customers who scored a 1)is the best indicator of business performance.

By enabling customers to rate its products on its own website,Dell is

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

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

Companies with higher customer satisfaction scores experience volatile stock values and cash flows.

In a typical customer satisfaction survey,the best indicator of business performance is

Compared to customer satisfaction,customer complaints have a greater impact on

The first step in building customer loyalty is to truly listen to customers.

Shareholder value is created by

The final step of sustaining improvement is the most important step in developing customer loyalty.

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

Filters