Exam 5: Creating Customer Value,satisfaction,and Loyalty

Two products with very different performance qualities can have the same conformance quality if both products deliver their respective promised quality.

Compare and contrast the typical traditional organization chart for an organization against the modern customer-oriented organization chart.

Sammy's is a fast food chain that offers burgers,sandwiches,and shakes.It focuses its marketing efforts on all the experiences the customers will have on the way to obtaining their food order and eating it.Hence,Sammy's is focusing its marketing efforts on its ________.

What are the measurement techniques for monitoring satisfaction?

Customer relationship management enables companies to provide excellent real-time customer service through the effective use of ________.

All companies should practice one-to-one marketing.

Give an example of two products that have different performance quality but are of equal conformance quality.

Which of the following is true for customer relationship marketing?

A ________ is an organized collection of comprehensive information about individual customers or prospects that is current,accessible,and actionable for lead generation,lead qualification,sale of a product or service,or maintenance of customer relationships.

A customer touch point is the time when the customer makes a purchase.

Uncle Jim's is a brand of ready-to-eat snacks that is widely distributed in supermarkets and stores across the country.Should Uncle Jim's opt for one-to-one marketing? Give reasons for your answer.

LZT is a cell phone manufacturer that designs its phones based on customer input.Once a new model is launched,the company monitors customer feedback and uses negative reviews to improve the next model.LZT also handles customer queries at length,and customer service is considered to be the most important function in the company.Is LZT more likely to use a traditional or modern company organization?

Explain customer-perceived value.

________ can be defined as a deeply held commitment to rebuy or repatronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior.

Clubs that are open to everyone who purchases a product or service are good for building a customer database.

Bicycle store 2Wheels notices that it has a high proportion of low-profit customers,but doesn't want to terminate the customer relationship.What can 2Wheels do to make these customers more profitable?

Consumers' expectations result exclusively from past buying experiences.

The 20-80 rule reflects the idea that ________.

To increase customer loyalty,2Wheels wants to start a club for its dedicated customers,but wants to make sure that only members who are ready to participate in activities join the club.What can it do to ensure this?

Activity-based costing tries to identify the real costs associated with serving each customer.