An approach that recognizes that, with every interaction, customers learn something about a company that will affect their desire to do business there in the future is known as
A) perceptual categorization.
B) cognitive dissonance.
C) transactional relationship.
D) customer experience management.

Question

Quizplus · Accepted Answer

The given approach is related to managing customer experiences and ensuring that every interaction with the company is positive and memorable to create customer loyalty and retention. It acknowledges the fact that each interaction contributes to shaping a customer's perception of the company, which can impact their future behavior. Thus, the approach is known as customer experience management. Perceptual categorization refers to categorizing experiences based on previous knowledge and expectations, cognitive dissonance is a state of mental discomfort when there is a discrepancy in beliefs, and transactional relationship refers to a short-term interaction between a customer and a company to fulfill a specific need.

An Approach That Recognizes That, with Every Interaction, Customers Learn