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Test Building loyalty and brand advocates
Agenda
QUESTION 1: According to the text, what characterizes customer loyalty beyond satisfaction?
Emotional link and consistent preference over competitors
Reduced customer acquisition costs
Strict compliance with deadlines without exception
Massive and constant advertising
QUESTION 2: How does a loyal customer react to a small error such as a shipping delay?
Switch immediately to another brand
Tends to forgive it as an exception because of the link
Demand a refund and abandon the purchase for good
Is indifferent and does not perceive the error
3rd QUESTION: What elements build loyalty according to the text?
Discount programs without personalization
Frequent advertising messages
Seamless experiences, personalized treatment and consistency in quality
Aggressive dynamic pricing
4th QUESTION: What is the purpose of tiers or tiers in loyalty programs?
Divide customers by geographic location
Increase the average ticket through price increases
Reducing program complexity by eliminating benefits
Unlock exclusive benefits and VIP status as you move up levels
QUESTION 5: What kind of rewards do point systems usually offer?
Discounts or free products redeemable with points
Penalties for purchase inactivity
Motivational messages with no economic value
Limited access to basic technical support
QUESTION 6: Why is word-of-mouth referrals from loyal customers valuable?
Generates data for email campaigns
Possesses credibility superior to paid advertising
Reduce shipping logistics costs
Allows segmentation by socio-economic level
QUESTION 7: What metrics help identify the most valuable customers?
Number of visits to the website
Number of followers on social networks
Repeat purchase rates and customer lifetime value LTV
Cost per click on ads
8TH QUESTION: According to the text, what is the effect of offering early access to exclusive sales or products to high-level members?
Generates dependence on perpetual discounting
Weaken perception of status
Increases churn of disloyal customers
Satisfies needs for esteem and belonging, strengthening commitment
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