Question: Sonic has decided to focus on total customer satisfaction as a way of encouraging brand loyalty in a highly competitive marketplace.With this in mind, youve

Sonic has decided to focus on total customer satisfaction as a way of encouraging brand loyalty in a highly competitive marketplace.With this in mind, you’ve been assigned to analyze three specific issues as you continue working on Sonic’s marketing plan.
• How (and how often) should Sonic monitor customer satisfaction?
• Would you recommend that Sonic use the Net Promoter method? Explain your reasoning.
• Which customer touch points should Sonic pay particularly close attention to, and why?
Consider your answers in the context of Sonic’s current situation and the objectives it has set. Then enter your latest decisions in the written marketing plan or using Marketing Plan Pro software.

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