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Defensive marketing practices

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Customer satisfaction can best be achieved by following defensive marketing practices.

Do you agree or disagree and why?

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It is my belief that customer satisfaction can best be achieved by an organizations continual effort to go above and beyond what is expected of them. For example, this afternoon I spent a significant amount of time speaking with a customer service representative about a personal matter. My cellular phone dropped a very important call as a result of a weak signal. At first I was annoyed because I had to call the organization back and re-enter personal information before a representative answered my call. I didn't want to speak to a brand new representative to tell him/her my situation all over again. I swallowed my pride. Called the organization back on another phone. Fifteen minutes later, the customer service representative that I was speaking to previously called me right back.

In my opinion, the best way to ensure customers are satisfied is through follow up and attentiveness. An organization should ...

Solution Summary

The expert examines customer satisfactions which can best be achieved by following defensive marketing practices.

See Also This Related BrainMass Solution

Which of the following examples best illustrates the boundary exchange a company would encounter according to the general system theory?

1). Which of the following examples best illustrates the boundary exchange a company would encounter according to the general system theory?
(A) An industrial company implementing new equipment in its plant to comply with environmental government regulations.
(B) A software company develops an application for a client
(C) A purchasing department employee negotiates a price on parts from a supplier
(D) All of the above

2) Corporation who model their operation according to the stakeholder theory create value by:
(A) innovating new product
(B) increasing their stock price
(C) developing their employees' professional skills.
(D) All of the above

3) Which of the following statements most accurately describe a firm's responsibility to market stakeholders?
(A) It is a relationship with political and cultural influences
(B) It involves distribution, procurement, and competition.
(C) It is more important to the survival of business than non-market relationships.
(D) It mostly occurs at a broad conceptual level

4) Which of the following is not an example of stakeholders' economic power?
(A) A toy manufacturer halts supplier to distributor asking higher than fair prices.
(B) A social group protest a government's decision to raise taxes.
(C) A local community boycotts a grocery store suspected of inaccurate weight scales.
(D) A social organization demands the closure of a store that has a discriminatory hiring policy

5). Society has change their expectation from "trust me" attitude regarding business to a:
(A) " listen to me" attitude
(B) Help me attitude
(C) " Prove it " attitude
(D) "Accept it attitude

6) Interactions between business and society occur:
(A) within a finite natural ecosystem
(B) only during an environmental crisis
(C) when business employees and the community are of similar cultural backgrounds,
(D) when legislation is passed requiring interaction .

7) A successful business must meet its:
(A) economic objectives
(B) social objectives.
(C) economics and social objectives
(D) top executives expectations

8) The emergence of a public issue indicates that:
(A) a gap has developed between what stakeholders expects and what an organization is actually doing.
(B) technology is forcing ethics and business strategy closer together.
(C) consumer are unaware of how an organization's actions affect them.
(D) All of the above

9) The third phase in the public issue life cycle begin when:
(A) A corporate crisis occurs
(B) an issue begins to capture public attention
(C) laws are passed
(D) legislative proposal or draft regulation emerge.

10) Society can utilize a corporate public affairs units to:
(A) perceive, monitor and understand external changes.
(B) influence corporate policy and practice
(C) Both A & B
(D) None of the above

11) Customer environmental intelligence includes:
(A) demographic factors
(B) an analysis of the firms competitors
(C) new technological application
(D) the cost of producing consumer goods.

12) When dealing with a corporate crisis, its is best to:
(A) take an offensive approach and be the first to comment on the situation to the media
(B) take an defense approach and only answer question submitted by the media in a formal interview process
(C) take a defense approach but appoint a single representative like the Public Affairs Director or CEO to answer all media question
(D) hire a professional consulting firm

13) An effective crisis management plan will:
(A)minimize the seriousness of the problem.
(B) exaggerate minor incident
(C) use the internet to convey the public affairs message
(D) immediately apologize to the public and accept any liability.

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