Exam 14: Customer Satisfaction, Loyalty, and Empowerment

Caveat emptor means to "seize the day."

The more positive the _____ score,the better the company's performance.

Facebook and MySpace are examples of ______.

Cause-related marketing can foster _____ among a company's community of customers.

The goal of satisfying customers is carried out exclusively by the customer service department.

_____ purchases are a form of behavioral loyalty.

When you become a "fan" of something like a movie on a social networking site,you are part of the _____.

What are some of the disadvantages of spending money on customer satisfaction initiatives?

Employees who meet and interact with customers are known as _____.

Offering points to consumers that will add up to rewards is a form of _____.

Explain a customer loyalty program which you are a part of.Is it effective,why?

The _____ characteristic refers to a person who has a greater intrinsic interest in the product category than the average user.

A(n)_____ is a communication medium for communities.

Loyalty programs affect the longevity of customers by reducing their switching costs.

Product reviews on the Internet can be posted by anyone,including a company.

The longevity effect results in:

Providing tools to customers that enable them to take control or influence marketing is known as _____.

U.S.privacy laws apply to Internet marketing.

A(n)_____ is a kind of program that performs automatic functions online.

Provide an example of viral marketing that has occurred recently.