Answer:
B. Channel
Step-by-step explanation:
Channel optimization is the process whereby a client comes to you (as opposed to media outbound interactions). Channel optimization provides the opportunity through which consumers, whether physically or virtually, can make an active decision to visit your business.
Whether they're visiting your website, like Felix or they are calling the Service Center.
Merkle perspectives a channel as a means through which consumers can actively choose, participate, and manage their own visits and interactions with a business.