How (and how often) should Phonic monitor customer satisfaction? Which customer touch points should Phonic pay particularly close attention to, and why? Consider your answers in the context of Phonic's current situation and the objectives it has set.
How (and how often) should Phonic monitor customer satisfaction? Which customer touch points should Phonic pay particularly close attention to, and why? Consider your answers in the context of Phonic's current situation and the objectives it has set.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
![3. Phonic has decided to focus on total customer satisfaction as a way of
encouraging brand loyalty in a highly competitive marketplace. With this in
mind, you've been assigned to analyze three specific issues as you continue
working on Phonic's marketing plan.
• How (and how often) should Phonic monitor customer satisfaction?
• Which customer touch points should Phonic pay particularly close attention to, and
Commented [s1]: Touch points are possible opportuniti
es for interacting with customers and prospects.
why? Consider your answers in the context of Phonic's current situation and the
whether
objectives it has set.
using call centres salespeople, direct contact in shops
or shows, company websites, or e-mail.](/v2/_next/image?url=https%3A%2F%2Fcontent.bartleby.com%2Fqna-images%2Fquestion%2F432ca5ae-9f24-4be6-9ddf-766a4bf8aa13%2F22efb0a5-b69c-4366-b47c-46a738829306%2Fzwj9cl_processed.jpeg&w=3840&q=75)
Transcribed Image Text:3. Phonic has decided to focus on total customer satisfaction as a way of
encouraging brand loyalty in a highly competitive marketplace. With this in
mind, you've been assigned to analyze three specific issues as you continue
working on Phonic's marketing plan.
• How (and how often) should Phonic monitor customer satisfaction?
• Which customer touch points should Phonic pay particularly close attention to, and
Commented [s1]: Touch points are possible opportuniti
es for interacting with customers and prospects.
why? Consider your answers in the context of Phonic's current situation and the
whether
objectives it has set.
using call centres salespeople, direct contact in shops
or shows, company websites, or e-mail.
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