Exam 14: Customer Satisfaction, loyalty, and Empowerment

Dissatisfied customers are likely to tell more friends about their negative experiences than satisfied customers are about good experiences.

List and describe some of the characteristics used to qualify members of an influencer panel.

Attitudinal loyalty refers to the degree to which a customer prefers or likes a(n)_____.

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

Companies should set high expectations for their offerings.

_____ participate regularly in marketing research activities.

The spreader effect results in:

Frontline employees are also called _____.

What are the steps of a good customer complaint handling process?

A community is a social group that centers its attention on ______.

Failing to meet the performance standards established for an offering indicates a(n)_____ gap.

_____ involves soliciting personal information in order to steal an identity and use it to generate cash fraudulently.

Dump accounts are used for _____ in order to ignore spam or junk e-mail later.

Setting performance standards too low despite knowing about a customers' requirements indicates a(n)_____ gap.

Accelerator programs can be more effective if customers can track their progress.

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

In the marketing sense,a community is a social group that centers its attention on a particular brand or product category.

Sugging involves misrepresenting or lying about the source of the information in an effort to gain an unfair advantage.

Companies spend time "trolling" the Web to resolve legitimate complaints of customers.

_____ is a catchall phrase for online channels of communication that builds communities.