Asked by Journey Diamonds on Mar 10, 2024
Verified
A customer's negative experiences with a company do not carry as much weight as the positive experiences.
Negative Experiences
Events or interactions that produce adverse outcomes or feelings, impacting a person's well-being or perception negatively.
Positive Experiences
Encounters or interactions that leave individuals feeling satisfied, happy, or fulfilled.
- Identify the key objectives of exceptional customer service, such as enhancing brand awareness and improving client satisfaction.
- Draw distinctions between methods designed to achieve customer delight versus those aimed at satisfaction, and consider their role in enhancing loyalty and profitability.
Verified Answer
SD
sabina defruscio
Mar 10, 2024
Final Answer :
False
Explanation :
Negative experiences often have a more significant impact on a customer's perception and loyalty to a company than positive ones, due to the negativity bias where bad impressions and experiences are more likely to be remembered and to influence decisions.
Learning Objectives
- Identify the key objectives of exceptional customer service, such as enhancing brand awareness and improving client satisfaction.
- Draw distinctions between methods designed to achieve customer delight versus those aimed at satisfaction, and consider their role in enhancing loyalty and profitability.
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