MKTG

clienteling

A company that personalizes service by tailoring product information for individual customers in order to provide an exceptional, personalized shopping experience is practicing

customer orientation

A company's emphasis on customer satisfaction develops as a consequence of a

customer input

A critical element to performance measurement metrics is

Increase Brand Loyalty

According to your text, the ultimate goal of delivering superior customer service is to

making sure that production levels can cover the firm's costs.

All of the following are ways in which a firm might be engaged in sustainable marketing except

They send product information only to customers who "opt- in"

How do marketers address the concerns relating to e-mail marketing spam?

Web Crawlers

Search engines create an index of all web content by using automated software programs called

Packaging

The actives of designing and producing the container for a product are referred to as

social media monitoring

The process of identifying and assessing what is being said about a company, individual, product, or brand

Digital Marketing

The umbrella term that refers to the marketing of goods or services using digital mediums, such as e-mail, websites, search engines, and social media platforms is

volume of mentions

Which of the following social media metrics is the most common and easiest to measure?

Co-Brand

A strategy in which two or more companies issue a single product in an effort to capitalie on the equity of each company's brand is called

Marketing

According to your text, which department is primarily responsible for the ideas and strategies that comprise a corporate social, responsibility (CSR) program in many organiations?

Conducting an audit of the program

An organization that wants to determine how well its corporate social responsibility program is working can do so by

touch point

Any point at which a customer and the company come into contact is called a

preserving, restoring, and improving

As noted in your text, environmentalism is concerned with

Corporate Philanthropy

Every year the high school hosts a faculty - staff basketball game to raise money for the American Heart Association. Along with a cash donation, the local Subway restaurant donates sandwiches that the high school can sell at the game to earn extra money for the charity. By doing so, Subway is engaged

reliability

Firms that establish effective inventory management policies, perform accurate sales forecasts, and maintain effective transportation and distribution operations are adhering to the customer service objective of

Corporate social responsibility

In 2010, an explosion on a BP oil rig in the Gulf of Mexico caused loss of life and grave environmental consequences for the surrounding area. BP worked to clean up the area, compensated people affected by the impact of the accident, and supported the economic recovery of Gulf coast tourism and seafood industries impacted by the oil spill. BP has also committed funding for independent research on the Gulf of Mexico ecosystem so it can better understand and mitigate the potential impacts of oil spills. BP exhibited

establish customer service and deliver customer value

Justin is thinking about starting his own business, which would involve attracting maintaining and enhancing customer relationships. If Justin wants a successful business that builds good relationships with customers, what

Japan

Of all developed countries, the people living _ are the most brand and status conscious and are generally accepting of foreign brands

loyalty

Randi's family has always owned Toyota vehicles and has been very happy with them. Now that Randi is ready to buy her first vehicle, she doesn't even want to look at other manufacturers because she feels that Toyota's are the best. Randi is exhibiting brand

dashboards

Social media marketing Provide data visualizations that illustrate performance over time across a range of measures

Personal brand

The brand image that bears your name and that must be managed 24- hours- a-day, 7 days a week, 365- days- a - year, is referred to as your

Clean Water Act

What 1972 environmental regulation was designed to reduce industrial pollution in the U.S. waters?

It could potentially devalue the brand and its relationship with its customers.

What could be the potential downside of continually offering discounts as a type of promotional strategy

Owned Media

What type of media comes from publicity gained via a brand-controlled source such as a website, blog, or Facebook page?

product's quality

When it comes to encouraging sustainable consumer behavior, marketers must overcome consumers' negative perceptions. According to your text these negative perceptions revolve are the

cost less than other promotional tools.

When it comes to measuring nonprofit brand equity, your text states that social media tools are particularly important for nonprofit marketers because they

Capture Feedback

Which component of a success brand allows firms to engage customers through online surveys and social media tools.

lifetime value analysis

Which data analysis tool allows firms to monitor the actual costs of doing business with customers to ensure that it is focusing on the most profitable customers?

eco-efficiency

Which environmental marketing strategy involves identifying environmentally friendly practices that also have the effect of creating cost savings and driving efficiencies throughout the organization?

Good customer service doesn't necessarily make customers happy

Which of the following companies most likely has a philosophy that elevates customer service to the highest level?

It should explain how the firm will be profitable by engaging in sustainability initiatives

Which of the following is Not par of a sustainability vision?

to gain a competitive advantage

Which of the following is not a purpose of social media marketing listed in your text?

brand recognition

Which qualitative technique for measuring brand equity helping marketers understand which brands stand out in a consumer's memory and what the strength of his or her association is with the brand?

action

an image or line of text that prompts visitors, leads, and customers to perform a desired action is referred to as