In order to meet and exceed customer's expectations, firms must:
A) constantly manipulate customers' perceptions of their needs.
B) answer the questions: who, what, when, where, how, and why as they apply to customers.
C) continuously improve, innovate, and upgrade their core competencies.
D) successfully defend their established core competencies from imitation by competitors.

Question

Quizplus · Accepted Answer

Continuously improving, innovating and upgrading core competencies allows a firm to provide better products/services to meet and exceed customer expectations. Manipulating customer perceptions or defending established core competencies may not necessarily address the evolving needs and expectations of customers, and simply answering the who, what, when, where, how, and why questions may not lead to tangible actions for the firm to improve.

In Order to Meet and Exceed Customer's Expectations, Firms Must