Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 4

Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 4

Customer Loyalty

1. In one-to-one marketing, it is vital for company to

a) Identify its customers and prospects
b) Differentiate customers in terms of needs and value
c) Customize products and services to each customer
d) All of the above

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2. Winning companies enhance the value of their customer base by

a) Reducing the rate of customer defection
b) Increasing the longevity of the customer relationship
c) Both a and b
d) None of the above

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3. Rural area lacks infrastructure and technology; therefore companies cannot apply Customer Relationship Management in rural regions.

a) True
b) False

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4. The company can mitigate defection rate by

a) Defining and measuring its retention rate
b) Finding the reasons behind customer attrition and identifying those that can be managed better
c) Both a and b
d) None of the above

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5. Satisfied customers are _________ of customer relationship capital.

a) A part
b) Not a part
c) Can’t say
d) None of the above

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6. Evangelism marketing is an advanced form of ________marketing.

a) Word-of-mouth
b) Print media
c) Social media
d) None of the above

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7. In evangelism marketing, _______ indicates understanding what evangelists prefer and appreciate by continuously gathering their input.

a) Customer Plus-Gamma
b) Customer Plus- Delta
c) Customer Plus-Theta
d) None of the above

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8. In personalized marketing, there is a difference between clients and customers. ______ can be nameless to the institution, _________ cannot be nameless.

a) Customers, clients
b) Clients, customers
c) Depends
d) None of the above

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9. In personalized marketing, ________ are served as a part of larger segments or part of the mass; _______are served on an individual basis.

a) Customers, clients
b) Clients, customers
c) Depends
d) None of the above

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