What are the measurement techniques for monitoring satisfaction?
What will be an ideal response?
Many companies are systematically measuring how well they treat customers, identifying the factors shaping satisfaction, and changing operations and marketing as a result.
• Periodic surveys: These can track customer satisfaction directly and ask additional questions to measure repurchase intention and the respondent's likelihood or willingness to recommend the company and brand to others.
• Customer loss rate: Companies need to monitor their competitors' performance too. They can monitor their customer loss rate and contact those who have stopped buying or who have switched to another supplier to find out why.
• Mystery shoppers: Companies can hire mystery shoppers to pose as potential buyers and report on strong and weak points experienced in buying the company's and competitors' products. Managers themselves can enter company and competitor sales situations where they are unknown and experience firsthand the treatment they receive, or they can phone their own company with questions and complaints to see how employees handle the calls.
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When parties' goals are linked so that one person's goal achievement helps others to achieve their goals, there is a ________ correlation between the goal attainments of both parties.
Fill in the blank(s) with the appropriate word(s).
In which type of society is time a framework to orient oneself in, but not something one is constantly watching?
a. short-term orientation *b. weak uncertainty avoidance c. long-term orientation d. strong uncertainty avoidance
Eve agrees to sell her boutique to Shelley for $150,000 . Shelley spends $60,000 on inventory and fixtures for the store, but then Eve repudiates the contract. Shelley is able to sell the inventory and fixtures for $45,000 . Since Shelley cannot establish her lost profits with reasonable certainty, discuss what damages she should seek for Eve's breach of contract
Which of the following is likely to employ a longer marketing channel with more intermediaries?
A. Jet airplanes B. Watermelon C. Canned peas D. Business computer system E. Automobiles