Process of Managing the Entire Customer Experience with the Company

question 199

Multiple Choice

process of managing the entire customer experience with the company is referred to as

• A) services marketing.
• B) internal marketing.
• C) customer experience management.
• D) relationship marketing.
• E) gap analysis.

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Definitions:

Forgetting Curve

A graphical representation of the decline of memory retention over time, illustrating how information is lost when there is no attempt to retain it.

Ebbinghaus

Refers to Hermann Ebbinghaus, a German psychologist famous for his research on memory and learning, particularly known for the forgetting curve and the spacing effect.

Memory Loss

A decrease in the ability to remember information, events, or how to perform tasks, which can be temporary or permanent.

Encoding Failure

The inability to create a memory link between sensed information and the ability to recall it later, leading to forgetting.