In Order to Meet and Exceed Customer's Expectations, Firms Must

Multiple Choice

In order to meet and exceed customer's expectations, firms must:

A) constantly manipulate customers' perceptions of their needs.
B) answer the questions: who, what, when, where, how, and why as they apply to customers.
C) continuously improve, innovate, and upgrade their core competencies.
D) successfully defend their established core competencies from imitation by competitors.