Exam 14: Customer Satisfaction, loyalty, and Empowerment

____ is reflected by consumers who use a specific brand at every opportunity,recommend its products to their friends,and are willing to pay a premium for that particular brand.

Sam purchases coffee from the same vendor every morning.This is an example of a(n)_____.

Facebook and MySpace are examples of ______.

Customer empowerment is a function of which three things?

Blogs and articles are involved in creating _____.

_____ is a strategy that involves targeting individuals known to influence others so that they will use their influence in the marketer's favor.

_____ is a method in which two or more groups act together to reach potential customers.

How do companies recruit members for their influencer panels?

Companies that engage in _____ choose causes that are important to the customer communities in which they operate.

What components should be involved when measuring customer satisfaction?

The _____ requires certain institutions to provide written notices of their privacy policies.

Studies show that if a company can resolve a customer's complaint well,the customer's attitude toward the company is improved,possibly even beyond the level of his or her original satisfaction.

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

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

Privacy policies and privacy laws apply to individual customers and not business customers.

An influencer panel is a special type of community that participates regularly in marketing research activities.

Customer-facing personnel can be a powerful resource for companies if empowered to:

_____ rewards a person for frequent purchases.

List and describe the four loyalty effects that result from successful loyalty programs.

_____ limit the amount and type of information a company can collect about a consumer.