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V49 erwin isla-chapter5-top10questions

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  • 1. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010
  • 2. 1. ______is based on difference between what customer gets & what he/she gives for the different choices.
    • Customer Perceived Value
    • Product and Service Quality
    • Customer Relations Management
    • Database Marketing
    • Customer Lifetime Value
  • 3. 2. ______ enables companies to provide excellent real-time customer service through effective use of individual account information.
    • Customer Perceived Value
    • Product and Service Quality
    • Customer Relations Management
    • Database Marketing
    • Customer Lifetime Value
  • 4. 3. The following are tools used in monitoring customer satisfaction EXCEPT
    • Periodic Surveys
    • Mystery Shoppers
    • Customer Lifetime Value
    • Mystery Buyers
    • Customer Loss Rate
  • 5. 4. The following can be said about quality EXCEPT
    • a key to value creation
    • a key to customer satisfaction
    • is related to customer lifetime value
    • is the totality of features of a product or service that bear on its ability to satisfy implied needs
    • is interconnected with satisfaction and profitability
  • 6. 5. Which of the following is TRUE?
    • Customer loyalty is the key to customer satisfaction.
    • Monitor customer satisfaction irregularly.
    • Customer satisfaction is a goal and a marketing tool.
    • Customer satisfaction is a goal but not a marketing tool.
    • Customer satisfaction is not goal but a marketing tool.
  • 7. 6. Which of the following is TRUE?
    • Building loyalty is the key to short-term marketing success.
    • Do not listen to erring customers.
    • Internet provides an avenue to praise and bad mouth a company .
    • Building loyalty does not include retention-building activities.
    • It is OK to set customer expectations very high all the time.
  • 8. 7. Mercury Drug uses “Suki Card” to keep customers. This is an example of?
    • Loyalty Program
    • Customer Life-time Value
    • Target Market
    • Niche Market
    • Data Mining
  • 9. 8. Tricare Hospitel providing healthcare services with hotel-like amenities is an example of?
    • Loyalty Program
    • Customer Life-time Value
    • branded customer experience
    • raising expectations
    • Customer Relations Management
  • 10. 9. At Belo’s, patients are always greeted by courteous receptionists and offered beverages. This is an example of?
    • Data Mining
    • managing customer “touch points” to maximize loyalty
    • customer discounts
    • raising expectations
    • value maximizers
  • 11. 10. Asian Eye Institute is one of the most visited eye center in the country because doctors are Harvard trained. This is an example of?
    • Customer Relations Management
    • High Customer Perceived Value
    • Total Customer Satisfaction
    • branded customer experience
    • none of the above
  • 12. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010

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