Smart firms manage customer's ________ at each step in the ______ encounter so that customers expect what a firm can ______.
A)expectations; service; deliver
B)needs; service; deliver
C)expectations; initial; deliver
D)expectations; service; organise
E)needs; initial; organise

Question

Quizplus · Accepted Answer

Smart firms understand and manage customer expectations at each step in the service encounter to ensure that they can deliver what customers expect. This approach can help to build trust and loyalty between customers and the firm. Hence, option A is the correct answer.

Smart Firms Manage Customer's ________ at Each Step in the ______

Smart Firms Manage Customer's __ at Each Step in the