Starlight Jewelry Sends Lauren a Birthday Card Along with a Pendant

question 31

Multiple Choice

Starlight Jewelry sends Lauren a birthday card along with a pendant as a token of appreciation for shopping frequently at its store. The trend portrayed in this customer relationship management technique is _____.

• A)loyalty
• B)technology
• C)time savings
• D)standardization

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Definitions:

Brand Loyalty

The tendency of consumers to continuously purchase one brand's products over another's due to their trust and faith in that brand.

Differentiation Strategy

A business approach where a company develops unique products or services to stand out from competitors.

Organic Structure

An organizational format that is flexible, with low levels of formalization, wide spans of control, and decentralized decision-making.

Centralized

A system or organization where decision-making and the control of activities are concentrated in a central location or group.