Retail chain REB wants to find out how its customers perceive its services and what it can do to improve these. What methods can the company use to discover this?
What will be an ideal response?
REB can audit service performance, both their own and competitors', on a regular basis. It can collect voice of the customer (VOC) measurements to probe customer satisfiers and dissatisfiers. It can use comparison shopping, mystery or ghost shopping, customer surveys, suggestion and complaint forms, and service-audit teams to find out customer reactions to the company.
You might also like to view...
________ refer(s) to meaningful sets of marketing performance measures in a single display used to monitor strategic marketing performance
A) Field automation systems B) Market segments C) Market share D) Marketing dashboards E) Line extensions
When using a market-based transfer price, a decision must be made which market price to use
Indicate whether the statement is true or false
The purpose of ________ damages is to place the injured (non-breaching) party to a contract in the position he or she would have been in had the terms of the contract been performed
A) compensatory B) punitive C) nominal D) liquidated
Answer the following statement(s) true (T) or false (F)
14. The authors advise writing a formal business plan before testing ideas in the real world. 15. According to Dan Roam, author of The Back of the Napkin, we can visually solve problems with pictures. 16. An entrepreneur must create a single business plan that will work for all audiences. 17. It is important to remember that not all the questions in the TRIM framework must be answered. 18. All businesses, regardless of size, need a formal business plan. 19. Most experts today agree that the business plan is the first step for an entrepreneur.