Derrick Lagodzki Has Just Taken Possession of New Toyota Yaris.
Derrick Lagodzki has just taken possession of new Toyota Yaris. Whether Derrick is satisfied after purchase will depend on the Yaris's performance in relation to
A) Toyota's expectations.
B) his expectations.
C) Toyota's delivery.
D) his reactions.
E) both Derrick's and Toyota's demands.
If a company increases customer satisfaction by lowering its price or increasing its services, the result may be
A) a loyalty program.
B) lower profits.
C) unsatisfying experiences.
D) decreased lifetime value.
E) customer defection.
If marketers raise customer expectations too high, the buyer is likely to be disappointed. However, if the company sets expectations too low, it
A) must offer a fixed price.
B) will raise the value proposition.
C) will lower total customer cost.
D) will create customer loyalty.
E) won't attract enough buyers.
RBC wants to understand what value propositions make sense to which customers. When the bank discovered that it sometimes makes sense to tell a customer her or she is not using the right service, even if that services generates less revenue in the short term, it was acting on a
A) return on quality.
B) customer lifetime value.
C) leverageable advantage.
D) competitive advantage.
E) customer profitability analysis.