MKT 3-2 Customer Service, Part 1, Proactive 3-2 Lesson Text

What can excellent customer service increase according to the reading?

• Product development
• Customer complaints
• Low prices
• Brand loyalty

What did Tony Hsieh focus on according to the reading?

• Traditional advertising
• Offering low-quality products
• Maximizing profits
• Building a strong company culture and providing exceptional customer service

How can companies be proactive in addressing customer needs and concerns?

• Utilizing a customer relationship management (CRM) system
• Not monitoring social media
• Ignoring customer feedback
• Offering generic products

What is the cornerstone of every successful business?

• Effective advertising
• Quality products
• Customer service
• Low prices

According to studies, what percentage of customers are willing to pay more for better customer service?

• 86%
• 75%
• 50%
• 90%

What enables companies to better understand their target market and tailor their services accordingly?

• Proactive customer service
• Product development
• Marketing-information management
• Low prices

What method allows businesses to stay ahead of any potential issues or concerns that customers may have?

• Monitoring social media
• Offering low-quality products
• Traditional advertising
• Ignoring social media

What can personal outreach efforts such as email campaigns and surveys help businesses do?

• Increase customer complaints
• Be proactive in addressing customer needs and concerns
• Decrease brand loyalty
• Ignore customer feedback

Who believed in investing in the customer experience over traditional advertising?

• Jeff Bezos
• Tony Hsieh
• Mark Zuckerberg
• Elon Musk

What is the goal of providing the best possible experience for customers according to the reading?

• Maximizing profits
• Attracting more customers
• Increasing brand loyalty
• Offering low-quality products