Poor customer service is likely to reduce a firm's customer equity.
Answer the following statement true (T) or false (F)
True
Consumers are more likely to tell other people about bad experiences with a company than about good ones. If the firm doesn't have an effective way to provide customer service, it could lose that customer. Poor customer service reduces the firm's customer equity.
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Della, the new CEO of Sky Advertising, has been with the firm for over 25 years. She was picked by the board to turn the 85-year-old agency around, because it had lost its edge in the Internet age. To infuse new life and energy into the agency, Della wants to bring back some old ideas that previously worked at Sky. She plans on having managers and veteran employees instruct each other about the organization's values, beliefs, and expectations; telling stories about some of the company legendary ad campaigns; coming up with a slogan that summarizes Sky's abilities in a simple and memorable phrase; and having quarterly ceremonies where creativity and innovation are rewarded. The things that Della wants to do are all examples of
A. a value stabilizing plan. B. decentralizing authority. C. embedding culture. D. MBO. E. TQM.
Sandy's Stores is a small chain of grocery stores located in a few neighboring towns. The stores have always been largely self-service, but the company is considering making a switch to full-service stores. What can Sandy's do to justify this move?
What will be an ideal response?
A database is used instead of a spreadsheet when ________.
A. lists involve data with multiple themes B. structures of data lists are simple C. users have a small amount of data to store D. lists of data involve a single theme E. users do not want to store all data in one place
You have a used CD store. At an estate sale, you can purchase 230 compact discs for $356.5. You believe you could sell the CDs for an average of $3.05 each. What is the net benefit of buying the CDs at the estate sale and selling them in your store?
A) $445 B) $545 C) $645 D) $345