After spending 15 minutes on hold with a company's customer service line for information about a product she was considering purchasing,Cristina decided that she would buy a similar product from another company.This is an example of a ________.
A) conversion
B) commercial message
C) silo effect
D) one-way communication
E) critical touch point

Question

Quizplus · Accepted Answer

A critical touch point is a moment of interaction that significantly influences a customer's perception or decision regarding a product or service. In this case, the long hold time negatively impacted Cristina's decision, leading her to choose a competitor.

After Spending 15 Minutes on Hold with a Company's Customer