When Everyone in the Company Who Touches the Customer Understands

question 19

Multiple Choice

When everyone in the company who touches the customer understands all aspects of the customer's relationship with the company, this is regarded as ________.

• A) owning the customer's total experience
• B) streamlining business processes that impact the customer
• C) having a 360-degree view of the customer relationship
• D) fostering community

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Definitions:

Pleasant Event

An occurrence or activity that brings about enjoyment, happiness, or satisfaction.

Kaizen

A Japanese business philosophy of continuous improvement of working practices, personal efficiency, etc.

Interpersonal Reward

Involves positive outcomes or benefits one receives from social interactions, enhancing relationships and motivating collaborative efforts.

Camry Assembly

The process involved in the manufacturing and assembly of the Toyota Camry, a popular mid-size car model.