A Customer's Decision to Be Loyal or to Defect Is

Multiple Choice

A customer's decision to be loyal or to defect is the sum of many small encounters with the company.In order for all these small encounters to add up to customer loyalty,many companies,such as Joie de Vivre Hospitality,strive to create ________.

A) a reward program
B) a comprehensive customer database
C) a branded customer experience
D) strong word-of-mouth promotions
E) a top-notch advertising campaign