Gamma LLC. sells printers and scanners. Recently, some of its products were returned by the customers who were unhappy with the product quality. Gamma is now closely reviewing the complaints to understand the quality issues and come up with solutions. Which of the following concepts is illustrated in the scenario?
A)Proactive customer monitoring
B)Consumer confidence forecasting
C)Rebranding
D)Reactive customer monitoring
E)Customer inertia

Question

Quizplus · Accepted Answer

The scenario illustrates reactive customer monitoring, as Gamma LLC is reviewing customer complaints and trying to find solutions after their products were returned. Proactive customer monitoring would involve actively seeking out customer feedback before any issues arise, and consumer confidence forecasting would involve predicting future customer behavior based on market trends and economic indicators. Rebranding would involve changing the company's image or product offerings to improve customer perception. Customer inertia refers to the tendency of customers to stick with familiar brands or products, and is not relevant to the scenario.

Gamma LLC Sells Printers and Scanners