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?
2
Q
______ is the degree to which an individual will resist switching from one offering to another.
A
What is Customer Loyalty?
3
Q
_______ is the level of liking an individual harbors for an offering.
A
What is Customer Satisfaction?
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?
