Exam 11: Customer Attraction, Satisfaction, and Retention Strategies

Explain how a business can use the occasionalization segmentation approach to attract,satisfy,and keep customers.Provide an example.

Traditional segmentation methods do not work on the internet.

One of the ways that Air Products and Chemicals Inc.listens to its customers is through

While advertising creates only a short-term gain,_________ creates twice as much long-term value for a firm.

In order to build brand awareness and attract customers,many companies spend a lot of money on

Provide an example of a company that uses social media to its advantage.

Quickies,loitering,surfing,and single mission describe

Building customer retention is very important because loyal customers are

Once customers have been classified on a loyalty index,customer classifications should be communicated to

By understanding customer needs,ACE Hardware has been able to increase value to customers without

Traditional segmentation methods do not work on the internet because they make use of

An American Customer Satisfaction Index (ACSI)study shows a clear correlation between higher levels of customer satisfaction and

Loyal customers are more willing to listen to inducements from competitors.

Describe the segmentation approach required for customers on the web.

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

The first step to building customer loyalty is to

Who in a company designs and delivers customer value propositions?

In the final step of sustaining improvement,Air Products and Chemicals Inc.

Being more price-insensitive is a characteristic of a

An internet session that lasts less than a minute,such as checking a site for the weather forecast,is known as a