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Asked by Jacob Cadavid on May 04, 2024

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Which of the following IS NOT good advice with respect to leveraging customer satisfaction from a strategic point of view?

A) Understand what can go wrong in fulfilling customers' needs.
B) Offer a satisfaction guarantee.
C) Flesh out all uncontrollable issues to prevent them.
D) Make it easy for customers to complain.
E) Make customer satisfaction measurement an ongoing priority.

Customer Satisfaction

The measure of how products and services supplied by a company meet or surpass customer expectation.

Satisfaction Guarantee

A promise or assurance given by a company that a customer will be pleased with a product or service, or a refund or replacement will be offered.

Strategic Point

A critical factor or position within a strategic plan that can significantly influence the success or failure of said plan.

  • Comprehend the importance of customer satisfaction and its influence on loyalty and advocacy.
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JT
James TompkinsMay 10, 2024
Final Answer :
C
Explanation :
C is not good advice because it suggests controlling the uncontrollable, which is not feasible. Understanding risks, offering guarantees, facilitating complaints, and prioritizing satisfaction measurement are all strategic approaches to enhance customer satisfaction. However, attempting to flesh out all uncontrollable issues to prevent them is unrealistic and not a strategic approach to customer satisfaction.

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