The First Step to Building Customer Loyalty Is to

question 16

Multiple Choice

The first step to building customer loyalty is to

• A) classify customers on a loyalty index.
• B) communicate customer classifications to all employees.
• C) focus on opportunities.
• D) take action and sustain improvement.
• E) listen to customers.

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Definitions:

Accommodation

In cognitive development, the process by which individuals modify their existing mental frameworks to incorporate new information.

Relative Size

A monocular cue in perception, suggesting that objects of larger size appear closer to the viewer, while smaller objects appear farther away.

Müller-Lyer Illusion

A visual illusion where two lines of the same length appear to be different lengths due to the orientation of arrow-like ends.

Cross-Cultural Research

Studies conducted with subjects from different cultures or societies, aimed at comparative analysis or understanding of behaviors and phenomena.