Question: 1. Explain the difference between customer satisfaction, engagement, and loyalty. Why is loyalty important? 2. (a) What is the voice of the customer? List the

1. Explain the difference between customer satisfaction, engagement, and loyalty. Why is loyalty important?

2. (a) What is the voice of the customer? List the major listening and learning approaches used to gather voice of the customer information. What are the advantages and disadvantages of each? (b) What techniques does your organization currently use to capture the voice of customers? What additional techniques do you think they could use?

4. (a)(Who are customer contact employees? Why are they critical to an organization? Explain the role of training and empowerment of customer-contact employees in achieving customer satisfaction. (b) Who are the customer contact employees in your organization? Provide specific details.

5. (a)Why should a company make it easy for customers to complain? Describe the features of an effective complaint management process. (b) Does your company currently have a customer complaint process. Explain.

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