Questions: Multiple choice - pick one We learned Customer Experience is key to Creating Loyalty. We can improve customer loyalty by: select your answer from the options available, then select 'SUBMIT'. Managing "moments of truth" Offering discounts Recommending a competitor SUBMIT

Multiple choice - pick one We learned Customer Experience is key to Creating Loyalty. We can improve customer loyalty by: select your answer from the options available, then select 'SUBMIT'.

Managing "moments of truth" Offering discounts

Recommending a competitor SUBMIT
Transcript text: $\qquad$ Multiple choice - pick one We learned Customer Experience is key to Creating Loyalty. We can improve customer loyalty by: select your answer from the options available, then select 'SUBMIT'. Managing "moments of truth" Offering discounts Recommending a competitor SUBMIT
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Solution

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Answer

The answer is Managing "moments of truth"

Explanation
Managing "moments of truth":

"Moments of truth" are critical interactions where customers form impressions about a company. Managing these moments effectively can significantly enhance customer experience and loyalty. For example, a positive interaction with customer service can leave a lasting impression and encourage repeat business.

Offering discounts:

While offering discounts can attract customers and encourage short-term sales, it does not necessarily build long-term loyalty. Customers may become accustomed to discounts and only purchase when promotions are available, which can undermine the perceived value of the product or service.

Recommending a competitor:

Recommending a competitor is generally not a strategy to improve customer loyalty. It may be seen as a lack of confidence in one's own products or services and could drive customers away permanently.

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