Performance metrics for customer relationship initiatives should measure?
a. Customer satisfaction
b. Customer loyalty
c. Both customer satisfaction and customer loyalty
d. Neither customer satisfaction nor customer loyalty
c. Both customer satisfaction and customer loyalty
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Which of these concepts is spontaneous conversation that facilitates our making contact with others?
A. dialogue B. conversational turn taking C. conversation D. small talk
A(n) ______ informative presentation describes interesting people, places, or events.
a. descriptive b. exploratory c. explanatory d. demonstrative
Define exhaustive and mutually exclusive in relation to questionnaires. What problems exist if a question is not exhaustive or mutually exclusive?
All of the following are included in the full price of a product or service except
A. value of the consumer's time. B. travel costs. C. taxes. D. the price of alternative products and services. E. shipping.