Firms that value customer satisfaction understand that:
A)Customer satisfaction can be measured in terms of how much the customer paid for the firms' products.
B)Any method that makes it easier for customers to complain is counterproductive.
C)Firms should only employ reactive methods for collecting customer feedback.
D)Customer satisfaction must be continually monitored.
E)Knowing the customers' lifetime value is a central concern of building relationships.

Question

Firms that value customer satisfaction understand that:​
A)​Customer satisfaction can be measured in terms of how much the customer paid for the firms' products.
B)​Any method that makes it easier for customers to complain is counterproductive.
C)​Firms should only employ reactive methods for collecting customer feedback.
D)​Customer satisfaction must be continually monitored.
E)​Knowing the customers' lifetime value is a central concern of building relationships.

Quizplus · Accepted Answer

Customer satisfaction is not a one-time event; it must be continually monitored to ensure that customers' changing expectations are being met. Firms that value customer satisfaction collect customer feedback on a regular basis and use the feedback to improve their products and services.

Firms That Value Customer Satisfaction Understand That:​

Firms That Value Customer Satisfaction Understand That: