Rachel and Josh are on vacation in Hawaii. When they arrived at the hotel, they were offered chilled juice. Their check-in formalities were handled by the staff. When they entered their room, they saw that chocolates had been placed on the pillows and a flower arrangement on the table. These are examples of customer ________.
A) lifetime value
B) perceived value
C) value analysis
D) profitability analysis
E) touch points

Question

Quizplus · Accepted Answer

The examples given in the scenario, such as offering chilled juice, handling check-in, providing chocolates and flowers are all touch points, which refer to any point of contact between a customer and an organization.

Rachel and Josh Are on Vacation in Hawaii