Discuss how companies are responding to service failures by satisfying customer complaints
What will be an ideal response?
Companies encourage disappointed customers to complain and empower employees to remedy the situation on the spot. These companies achieve higher revenues and greater profits than companies without a systematic approach to addressing service failures. Companies also are increasing the quality of their call centers and their customer service representatives. For example, call centers are rewarding employees for solving problems, not just keeping calls short. Some companies have been homeshoring call-center services that handle complex problems. Phone and computer systems match callers with the agent best suited to meet their needs.
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The act of collecting, interpreting, and reporting information concerning a clearly defined marketing problem is known as
A. the scientific method. B. integrative marketing. C. marketing evaluation. D. marketing research. E. market analysis.
Two people own a piece of land together and share profits associated with renting the property but have agreed that neither can sell the property without the consent of the other. What is the legal form of business arrangement that applies here?
A) a sole proprietorship B) a partnership C) a limited partnership D) a corporation E) a joint venture