Which of the following statements is true regarding the interaction between a company and its customers?
A)Marketers must adhere to traditional performance measures to formulate customer-based missions and goals.
B)Customers have greater loyalty to a company after a conflict has been resolved than if they had never complained at all.
C)As happy customers typically talk about their buying experiences more than unhappy customers do, the cost of dissatisfaction incurred by a company tends to be low.
D)Any method that makes it easier for customers to complain ends up demonstrating the ineptitude of a firm.

Question

Quizplus · Accepted Answer

Studies have shown that customers who have had an issue resolved are more likely to be loyal to a company than those who never had a problem in the first place. Option A is false because traditional performance measures may not always align with customer needs and preferences. Option C is false because dissatisfied customers are more likely to share their negative experiences with others, potentially leading to lost sales and a damaged reputation. Option D is false because providing multiple channels for customers to voice their complaints can actually improve customer satisfaction and loyalty if the issues are resolved in a timely and effective manner.

Which of the Following Statements Is True Regarding the Interaction