When assessing a firm's quality from the customer's perspective,marketing managers must take account of all instances where customers have contact with the firm and its products.These instances are called
A)pain points.
B)touchpoints.
C)sales kiosks.
D)connectors.
E)intersects.

Question

Quizplus · Accepted Answer

Marketing managers must deliver quality throughout the entire customer experience-at all relevant touchpoints.The purchase and consumption process for many products involve multiple touchpoints,or points at which there is contact between the customer and the company.There are usually more touchpoints for services than for goods.

When Assessing a Firm's Quality from the Customer's Perspective,marketing Managers