A service strategy that allows customers many different options for ordering and fulfillment of purchases is known as:
A. Customer success.
B. Omni-channel.
C. Flexible purchasing.
D. Customer convenience.
B. Omni-channel.
Explanation:
An omni-channel strategy allows customers to place orders in different ways (phone, internet, in person) and receive orders in different ways (in-store, home delivery).
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In terms of market segmentation, the usage segmentation approach offers each of the following advantages, except:
A) a meaningful classification scheme based on the actual behavior of customers B) ability to reduce a large volume of customer data to a few, concise clusters C) ability to measure the growth of each cluster and the migration of customers from one cluster to another D) ability to compare a firm's customers with customers from competing firms
________ is a measure of internal consistency reliability that is the average of all possible split-half coefficients resulting from different splittings of the scale items
A) Coefficient delta B) Coefficient alpha C) Coefficient beta D) Coefficient eta
Fab Fabrics is a medium-sized chain of sewing and home craft stores. The company has committed to improving how it uses marketing measurements
Management of Fab Fabrics has determined that the minimum expected return on marketing dollars it requires in order to invest in a marketing activity is five dollars additional profit for every one marketing dollar spent. This is Fab Fabrics' ________. A) key performance indicator B) customer relationship factor C) hurdle rate D) copy test E) advertising report card
Research on call center operators indicated that their success was related to ______.
A. their words B. variations in tone and pitch C. the amount of time spent listening D. both variations in tone and pitch and the amount of time spent listening