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Test Valuing loyalty and the user life cycle

QUESTION 1: According to the text, which strategy is financially superior?

Seeking new prospects
Invest in mass advertising
Ignoring customer complaints
Retain current customers

QUESTION 2: According to the text, how much more does it cost to recruit a new prospect compared to retaining an existing one?

Just as expensive
Less costly than retention
Twice as expensive
Up to five times more costly than retaining a customer

QUESTION 3: According to the text, how is the work of those who handle complaints described?

Unnecessary expenses for the company
A secondary administrative function
Guardians of institutional capital
A publicity stunt

QUESTION 4: Faced with a flood of support requests, what should analysts do?

Prioritizing service for repeat customers
Reducing resources dedicated to support
Forwarding complaints to the sales department
Ignoring purchase history

QUESTION 5: According to the text, what effect do negative experiences of brand advocates have?

Does not affect corporate reputation
They have a destructive effect due to their social influence
They only harm the complaining customer
Generate greater positive visibility

QUESTION 6: What does the text say about spending an extra fifteen minutes to appease a buyer who was treated poorly?

It’s a waste of the employee’s time
Avoids huge advertising costs
It only protects the image without financial benefits
Does not change customer loyalty

QUESTION 7: Why is it essential to identify customers with a long purchasing history during a crisis?

To reduce preferential treatment
To ignore them in favor of new prospects
Because their migration would cause immense financial losses
Because they buy less than new customers

QUESTION 8: What makes complaint handlers essential guardians, according to the text?

Their role in restoring trust through exceptional service
Their ability to cross-sell
Their role in digital marketing campaigns
Your ability to attract new prospects

This test is only available to students who have purchased the course

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