Customer Feedback A How can a company capture customer feedback without alienating customers in the

Customer Feedback

A How can a company capture customer feedback without
alienating customers in the process? Are there situations in which you as a
customer are more likely to provide feedback? If customers are more likely to
provide feedback when they have unpleasant experiences, what can marketers do
to minimize the potential bias or skew that can result? What are the risks of
knowingly excluding a group from a specific campaign or message? How can these
risks be mitigated?

B The fundamental premise behind segmentation is that
marketers can increase the effectiveness of their activities by targeting value
statements and messaging to the groups most likely to be influenced by a
particular set of benefits What kind of risks does a marketer assume when they
knowingly exclude a group from a specific campaign or message? How can these
risks be mitigated?

C Describe a company that has used their unique
understanding of customer value to offer service elements that differentiate
them from their competitors Has the competition done anything to combat them?

DIt is often said that it costs more to gain a new customer
than to retain an existing one It seems that many companies don¿t understand
this though Describe a company that does a good job with retention and one
that seems to want new ones more than keeping the established ones What are
the key differences between these two companies and is one more successful than
the other?

E There is a danger to listening to a small sample of
customers Sometimes, a company will just listen to their largest customer or a
few of the top ones What do you think the dangers are and how can they be
avoided? Are there any benefits?