When assessing a firm's quality from the customer's perspective, marketing managers must take account of all relevant _____ where customers have contact with the firm and its products.
A) locations
B) touchpoints
C) sales data
D) connectors
E) intersects

Question

Quizplus · Accepted Answer

Touchpoints are any points of contact between the customer and the firm, including physical locations as well as digital touchpoints such as social media, websites, and mobile apps. Sales data, connectors, and intersects are not necessarily relevant to assessing quality from the customer's perspective.

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