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Question 11.Why is it important for companies to nurture loyal customers?
Question 22.When creating customer satisfaction surveys, the survey should _____.
Question 33.What is customer satisfaction?
Question 44.How is customer satisfaction measured?
Question 55.Customer acquisition tends to be more _____ than customer retention.
Question 66.Which of the following is the BEST definition for customer acquisition?
Question 77.Which of the following is the BEST definition of customer retention?
Question 88.Quality of services provided AND loyalty programs are processes of _____.
Question 99.What word could you use to replace 'value' in (average value of a sale)?
Question 1010.Imagine a manager is calculating the CLV for a movie theater in a college town. They assume new customers visit twice a month, stay in town for an average of four years (since they are college students), and on average the movie theater makes $6 per transaction, what is the CLV?
Question 1111.What is the formula to calculate CLV?
Question 1212.How does CLV impact the design of customer loyalty programs?
Question 1313.Measuring _____ helps a company to identify whether or not they are meeting their customer service goals.
Question 1414.Customer loyalty metrics will identify whether a customer _____.
Question 1515.Which of the following is the BEST definition of quality metrics in customer service?
Question 1616._____ measures whether a customer will promote a company or refer its products and services to friends and family.
Question 1717.Which is an example of a punch card or frequency program that rewards customer loyalty?
Question 1818.Which is an area that companies should analyze to determine if customer loyalty programs are successful?
Question 1919.What is a customer loyalty program?
Question 2020.Which is a way to track customer loyalty programs?
Question 2121.High _____ means that the customers are happy and pleased with service provided.
Question 2222.Which type of customer do you want to know their name and remember what they like?
Question 2323.What is the process of ensuring customers continue to come back to receive your products or services?
Question 2424.Customer satisfaction comes from great:
Question 2525.Which of the following statement about Net Promoter Score is FALSE?
Question 2626.On a survey to determine Net Promoter Score, respondents who respond with a 9 or 10 are _____.
Question 2727.On a survey to determine Net Promoter Score, respondents who respond with a 6 or lower are _____.
Question 2828.What is Net Promoter Score?
Question 2929.Why would a company use focus groups as a way to measure customer satisfaction?
Question 3030.Identifying potential customers and implementing marketing strategies are common processes used in _____.
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