Which of the following is not true concerning customers?
A. Understanding what motivates your customer and seeing the service experience through your customer's eyes is not very critical to establishing high levels of customer satisfaction.
B. Unhappy customers can quickly tarnish the reputation of a repair facility.
C. Higher customer satisfaction levels lead to high customer retention, which leads to higher gross profit.
D. Happy customers bring other customers, make going to work every day more fulfilling, and reduce advertising and marketing expense.
E. All of the above statements are true concerning customers.
Answer (2)
The incorrect statement is that understanding customer motivations is not critical for customer satisfaction. All other statements regarding the impact of customer satisfaction on reputation, retention, and word-of-mouth advertising are true. Therefore, the first statement does not hold true in business contexts. ;
The incorrect statement is that understanding customer motivations is not critical for customer satisfaction. All other statements regarding customer satisfaction's impact on reputation, retention, and marketing are true. Thus, option A is the chosen answer as the false statement.
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