Question

Which of the following statements is true regarding the interaction between a company and its customers? a. Marketers must adhere to traditional performance measures to formulate customer-based missions and goals. b. Customers have greater loyalty to a company after a conflict has been resolved than if they had never complained at all. c. As happy customers typically talk about their buying experiences more than unhappy customers do, the cost of dissatisfaction incurred by a company tends to be low. d. Any method that makes it easier for customers to complain ends up demonstrating the ineptitude of a firm.

Answer 1

Interaction between company and customers is an important undertaking.

This interaction defines the perception of the customers and enable them to formulate opinion (whatever it may be) about the company.

The loyalty of the customers generally increases when any conflict that they have with company with respect to goods or services offered by the company is solved to their satisfaction.

This helps the company in retaining the customers and ensuring their long time loyalty.

Hence, the correct answer is the option (b) [Customers have greater loyalty to a company after a conflict has been resolved than if they had never complained at all].