Exam 1 Concept Review Set 7 Flashcards

1
Q

______ is the percentage of dollars spent with your firm/product/brand with respect to a product class per customer

A

What is Customer Share of Wallet?

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2
Q

______ is the degree to which an individual will resist switching from one offering to another.

A

What is Customer Loyalty?

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3
Q

_______ is the level of liking an individual harbors for an offering.

A

What is Customer Satisfaction?

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4
Q

______ is any instance where contact is made between the market (customer) and a brand, product, or firm

A

What are Touch Points or Points of Contact?

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