When customers begin buying less than they did before, it is referred to as "marginalization."
Correct Answer:
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Q11: Some companies have identified more than 400
Q12: Customers want intimate relationship with every company
Q13: If not satisfied during a "moment of
Q14: Companies lose 40-60% of their customers each
Q15: Companies should develop retention strategies based on
Q17: Frequent flyer programs, customer point programs and
Q18: Personalization according to the book refers to
Q19: Lifestyle stores such as Pottery Barn bundle
Q20: Migration is perhaps more important than customer
Q21: Customers may downwardly migrate due to changes
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