The Authors of Your Text Classify Customers into Four Relationship

question 12

Short Answer

The authors of your text classify customers into four relationship groups, according to the customers' profitability and projected loyalty.________ are the customers with the highest profit potential and strong loyalty.
Barnacles
Strangers
Butterflies
True friends
Big fish

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Definitions:

Metrics

Quantitative measures used to track and assess the status of a specific process, performance, or outcome.

Credence Properties

Characteristics of a product or service that are difficult or impossible for consumers to evaluate even after purchase and use, such as the expertise of a medical procedure.

Experience Properties

Characteristics of a product or service that can only be ascertained through direct use or experience.

Search Properties

Characteristics of a product or service that can be easily evaluated before purchase, such as color, style, or price.