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100
This is the most significant factor in determining the long-run success or failure of any organization.
What is QUALITY
100
A vital element to maintaining customer relationships.
What is SERVICE RECOVERY
100
The metric often used to measure customer loyalty.
What is NET PROMOTER SCORE (NPS)
100
This can greatly enhance an organization’s ability to leverage customer-related information and provide improved customer service.
What is TECHNOLOGY
100
The linkage of the VOC to internal processes is often described by the ______ model.
What is GAP
200
Outside organizations that fall between the organization and the consumer, and who have distinct needs and expectations.
What is EXTERNAL CUSTOMERS
200
This refers to customers’ investment in or commitment to a brand and product offerings.
What is CUSTOMER ENGAGEMENT
200
Customer requirements, as expressed in the customer’s own terms, are called the ___________.
What is VOICE OF THE CUSTOMER
200
People, departments, or processes that depend on others to serve consumers and external customers.
What are INTERNAL CUSTOMERS
200
These dimensions are reliability, assurance, tangibles, empathy, and responsiveness.
What is SERVICE QUALITY
300
This model segments customer requirements into dissatisfiers, satisfiers, and exciters/delighters.
What is KANO MODEL
300
The types of questions to ask in a survey must be properly worded to achieve _________ results.
What is ACTIONABLE
300
End users of products and services.
What are CONSUMERS
300
Perceptions of the quality of goods.
What is PERCEIVED QUALITY
300
Software focused on increasing customer loyalty, targeting the most profitable customers, and streamlining customer communication processes.
What is CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE
400
This is “the result of delivering a product or service that meets customer requirements.”
What is CUSTOMER SATISFACTION
400
These are helpful tools for classifying customer requirements.
What are AFFINITY DIAGRAMS
400
An alternative to traditional satisfaction measurement, and measures how customers assess benefits in making purchase decisions.
What is CUSTOMER PERCEIVED VALUE (CPV)
400
These organizations consider complaints as opportunities for improvement.
What is CUSTOMER-FOCUSED
400
These long-term relationships, characterized by teamwork and mutual confidence, represent an important strategic alliance in achieving excellence and business success.
What are CUSTOMER-SUPPLIER PARTNERSHIPS
500
This is a national measure of customer satisfaction, linking expectations, perceived quality, and perceived value to customer satisfaction, which in turn is linked to customer loyalty and profitability.
What is AMERICAN CUSTOMER SATISFACTION INDEX (ACSI)
500
One way of segmenting customers is by profitability as measured by the __________.
What is NET PRESENT VALUE OF THE CUSTOMER (NPVC)
500
These dimensions include performance, features, reliability, conformance, durability, serviceability, and aesthetics.
What is PRODUCT QUALITY
500
These are all interactions between a customer and the organization.
What are MOMENTS OF TRUTH
500
These are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization.
What are CUSTOMER CONTACT REQUIREMENTS