CUSTOMER EXPERIENCE
What part of a business most directly shapes how customers feel during an interaction?
Employees (People)
Which part of marketing includes store layout, uniforms, and signage?
Physical Evidence
Ordering food through an app is an example of what?
Place
What factor directly affects how affordable a product feels to customers?
Price
Why might too many options overwhelm customers?
Choice overload
Long wait times and confusing steps frustrate customers. What is the issue?
Process
A messy store can make customers think what about the business?
That it is unprofessional or disorganized
Why might customers stop buying if a product is hard to find?
Inconvenience
Discounts and sales are examples of what type of decision?
Pricing decisions
Seasonal drinks or limited editions fall under what area?
Product
Friendly staff but slow service suggests strength in one area and weakness in which other?
Process
Starbucks’ music, décor, and cup design fall under what area?
Physical Evidence
Which area focuses on how customers get the product?
Place
Customers complain after a price increase because no explanation was given. What went wrong?
Poor communication
If a company keeps adding products but loses focus, what problem may occur?
Lack of consistency
Why does customer experience matter even if the product itself is good?
It affects satisfaction and repeat business
Why does appearance matter even for services?
It shapes customer perception and trust
Selling online and in stores at the same time improves what?
Access for customers
Why might very low prices make customers suspicious?
They may question quality
What includes features, flavors, sizes, or variations of what a company sells?
Product
If customers feel ignored during change, what internal area likely needs improvement?
Communication with employees (People)
If a business looks outdated, what might customers assume?
The company hasn’t kept up with change
If customers complain about delivery delays, which area should be reviewed?
Place or Process
If customers feel prices change too often, how might they react?
Loss of trust or loyalty
Why might a company remove products from its lineup?
To reduce complexity or improve clarity