Chapter 14: Customer Satisfaction, Loyalty, and Empowerment
Some companies create this department with specially trained personnel who can react to complaints.
What is customer service department.
An intangible component of an offering.
What is Service?
This is when the actual offering is being designed.
What is Development?
These are small temporary stores?
What is Pop-Up Stores?
The process of collecting, analyzing, and reporting marketing information.
What is Marketing Research?
The passing of information and opinions, has a powerful influence on purchasing decisions.
What is Word of Mouth?
The entire bundle of a tangible good, intangible service and price that composes what a company offers to customers.
What is Offerings?
This stage in the Product Life Cycle which attracts competitors who enter the market very quickly is known as this phase.
What is Growth Phase?
The possibility that the company will not earn an appropriate ROI.
What is Investment Risk?
A buzzword used to refer to the massive amounts of online and offline data being gathered.
What is Big Data?
That feeling a person experiences when an offering meets his or her expectations.
What is customer satisfaction.
When a new product takes sales away from the same company's existing products.
What is Cannibalization?
When in the testing phase of the New Product Development Process the offering is tested in the lab and then with...
What is real customers?
These stores sell a certain type of product, but they usually carry a deep line of it.
What is Specialty Stores?
Involves gathering information on a regular, ongoing basis to help a firm’s decision-makers
There are two dimensions in Loyalty Management.
What is behavioral loyalty and attitudinal loyalty.
Someone with business responsibility for a particular product or product line.
What is Product Manager.
This includes the stages a product goes through after development, from its introduction to the end of the product.
What is Product Life Cycle?
By contrast, a channel that includes one or more intermediaries (ex: wholesaler, distributor or broker or agent).
What is Indirect Channel?
An advanced branch of analytics that detects patterns and develops models to predict future outcomes.
What is Predictive Analysis?
What is the second step in the customer-complaint handling process?
What is Acknowledging the customer's feelings.
A new idea or offering that occurs when a company comes out with another model (related product or service) based on the same platform and brand as one of its other products.
What is Line Extension?
This is the process of obtaining product ideas, funding, and other contributions online from large numbers of people
What is Crowdsourcing?
This strategy focuses on creating demand for a product among consumers so that businesses agree to sell the product.
What is Pull Strategy?
A screen on a computer that makes data easily understood. Also allows managers to detect marketing trends.
What is Dashboard?