Understanding Customer Loyalty and Profitability
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Questions and Answers

What is the mistake when assuming loyal customers are always more profitable than one-time transaction customers?

  • Loyal customers are always more profitable than one-time transaction customers
  • One-time transaction customers are always more profitable than loyal customers
  • Loyal customers are never profitable
  • Loyal customers may not always be more profitable than one-time transaction customers (correct)

    • Who are described as disloyal people who sell out of their own side and go over to the enemy?

  • Quadrant 4
  • Quadrant 1 (correct)
  • Quadrant 2
  • Quadrant 3

    • Which quadrant describes customers who drop off a company’s radar?

  • Quadrant 3
  • Quadrant 2 (correct)
  • Quadrant 4
  • Quadrant 1

    • What does Quadrant 4 involve in terms of brand loyalty?

    <p>Screen and transfer their brand loyalty to another supplier</p> Signup and view all the answers

    What is involved in active management of the customer base and customer loyalty?

    <p>'Customer Asset Management'</p> Signup and view all the answers

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