Bank of America Uses a Complex Polling System Coupled with a Customer

question 79

Multiple Choice

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a(n) __________ program to improve service quality and service offerings.

• A) quality gap analysis
• B) empowerment
• C) zone of tolerance
• D) standards analysis
• E) voice-of-customer

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Definitions:

Influencers

Individuals who have the power to affect purchasing decisions of others because of their authority, knowledge, position, or relationship with their audience.

Influencers

Individuals who have the power to affect the purchase decisions of others because of their authority, knowledge, position, or relationship with their audience.

Specifications

Detailed descriptions of the design, materials, and requirements for a project or product.

Buying Center

A group of individuals within an organization who participate in the decision-making process for purchasing goods or services.