Question

A customer can be happy with a product but still switch to another company's good or service if provided additional value. This is why, according to your text, customer-driven companies strive to go beyond customer satisfaction and try to _____ their customers.

a) Retain

b) Impress

c) Surpass

d) Exceed

Answer 1

Customer-driven companies strive to retain customers by going beyond satisfaction. Being professional and resourceful can improve internal customer service, leading to positive outcomes and job satisfaction for employees.

Step-by-step explanation:

Customer-driven companies are always on the lookout to not just satisfy their customers, but to retain them. While a customer might be happy with a product, the customer can be attracted to switch to another company's offering if that company provides additional value. Therefore, organizations aim to go beyond customer satisfaction to build loyalty and ensure repeat business. When it comes to internal customer service, such as treating your manager as an important customer, being professional and resourceful can lead to positive feedback, potential opportunities, and increased job satisfaction.