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1. Look back on your own experiences as a customer and identify
situations when little things have made a difference in your buying
decision. Think, for example, of places you have stopped doing business
with. What little things pushed you out of the zone of indifference into
the dissatisfied range? Be as specific as possible and remember that
often dissatisfaction comes from a series of truly small, almost
insignificant turnoffs.
2. Describe in your own words the three categories of customer turnoffs.
Give five specific examples of each.
3. Among the most important determinants of customer satisfaction is
the availability of feedback. We gain clearer insight into what customers
want and don’t want by systematically processing all types of feedback.
Describe five ways today’s organizations and individuals can sharpen
their insights with useful feedback.
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BUSN 258 Week 4 DQ 1 Addressing Customer Turnoffs
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Addressing Customer Turnoffs (graded)