The wheel of loyalty is composed of which of the following three main components?

SM Chapters 12-14

Quiz
•
Business
•
2nd Grade
•
Hard
Tan Chen
Used 1+ times
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Create loyalty bonds; deliver quality service; segment the market
Create loyalty bonds; build higher level bonds; deliver quality service
Build a foundation for loyalty; create bundling; build higher level bonds
Build a foundation for loyalty; create loyalty bonds; reduce churn drivers
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The segment that sees high value in firm’s offer, spends more over time while costing less to maintain, and spreads positive WOM is called ___________.
Gold
Platinum
Iron
Lead
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Marketing activity designed to create extended relationships with customers is called _____________.
relationship marketing
loyalty programs
transactional marketing
customer service marketing
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Loyalty management begins with segmenting the market to match customer needs and firm profitability.
(False; Easy)
False
True
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Zero defection refers to when a company can retain all customers it can serve, profitably or not profitably.
False
True
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?
Take legal action
Vent their anger on the service equipment.
Do nothing.
Complain to the service firm.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?
Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.
Guarantees force firms to focus on what their customers want and expect in each element of the service.
Guarantees set clear standards, telling customers and employees alike what the company stands for.
Guarantees building “market muscle” by reducing the risk of the purchase decision and developing long-term loyalty.
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