Exam 11: Customer Attraction, Satisfaction, and Retention Strategies

On a customer satisfaction survey,customers who give you a score of 5 (very satisfied)are ____ times more likely to repurchase from you compared to customers who give you a score of 4 (satisfied)

Building customer loyalty is

When classifying customers on a loyalty index,"at risk" customers should not be thought of as

Describe the four steps in developing customer loyalty.

Customers classified as at risk represent

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

Even if a customized banner ad is sent to a specific user (such as a 54-year-old CEO visiting a business site),if the content and placement of the ad is not appropriate to the type of usage session,the ad will be ineffective.

Although an advertiser can easily send different banner ads to different types of internet customers,if the content and placement of the ads are not appropriate to the __________,the ads will fail to deliver on their objectives.

Over time,the impact of advertising increases.

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

Satisfied customers spend more,and this creates shareholder value.

On a customer satisfaction survey,different levels of satisfaction have a tremendous impact on

In its Service Profit Chain,Arbol advocates that superior customer value is delivered by

What is the relationship between customer satisfaction and customer loyalty?

Using social media,customers can instantly communicate with the world about problems with a brand.

The most important step in developing customer loyalty is

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

By creating the role of a customer quarterback (an employee who greets customers when the store is busy,assesses their shopping needs,and then instructs other employees),ACE Hardware has successfully

Based on the customer satisfaction data collected,customers should be

Customers can instantly communicate with the world about problems with a brand using