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