0405 e-marketing Chapter 16

A primary reason customers switch brands is poor customer service.

a. True

One benefit of providing exceptional customer service is that it is difficult for other companies to achieve it.

a. True

Most businesses say ____ is their primary goal from improved customer service.

a. retaining existing customers

Overall, customers do not seem to want self-service for customer service.

b. False

P2P or crowd servicing is not usually a good channel for customer service.

b. False

Web-enabled customer services like email and web chat are cheaper because it doesn't require a live agent.

b. False

Customers found this channel to provide the least satisfying customer service experience as of 2015:

b. Letter

Providing excellent customer service has gotten more difficult because:

b. Mobile and other technologies mean customers want immediate and efficient responses

The Koodo case study shows:

b. The importance of considering the target audience in choosing customer service channels

In omni-channel service, businesses must:

c. Consider how customer service can shift cleanly between channels when necessary