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110.The goal of a customer excellence strategy is to gain loyal customers. Customer loyalty can be developed through:111.Allen is in the marketing department of a mid-sized firm that develops and sells communications systems. He is proud of the Human Resources area in the companythat provides the firm with excellent employees. Allen himself really enjoys his workbut he knows the work of HR helps create an advantage for the firm because:
112.In its Campaign for Real Beauty, Dove was able to connect with important parts of itcustomer base by:113.After performing an STP analysis, marketers implement ____________ for each target market.
114.Brad is reviewing the performance of his franchise sandwich store. As a franchisee, he has access to comparative data from other stores. Brad will likely look at ____________ data for other stores to help him to evaluate his performance.115.Portfolio analysis is a useful and powerful tool, but firms often need to take a more balanced approach because:
116.Starbucks has developed a number of metrics beyond purely financial metrics. Knowing the importance of perceptions and knowing the importance of developing