As the Business World Increasingly Shifts from Product Focus to Customer

question 177

Multiple Choice

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

• A)Existing customers are the best source of profitable and sustainable revenue growth.
• B)In the age of ebusiness, an organization is guaranteed a favorable customer base, and satisfying them is easier than ever.
• C)Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns.
• D)Placing customers at the forefront of all thinking and decision making requires very few operational and technology changes.

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Definitions:

Emotion Work

The effort to manage one's own emotions to meet the emotional requirements of a job or social roles.

Display Rules

Sociocultural norms that dictate appropriate emotional expressions in various contexts.

Feelings Rules

Cultural norms dictating the appropriate emotions to be felt and expressed in various social situations.

Deep Acting

The process of managing emotions by actually trying to feel the emotions one is attempting to display, as opposed to merely acting them out.