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  3. Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purcha

Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purcha

admin2013-10-11  12
问题     Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purchases the good or in other words gives monetary【C1】______ of the good he chooses. The more customers purchase—the better is for the company, as its capital growth.【C2】______the growth of the number of customers is【C3】______for each company.
    As the level of satisfaction【C4】______from customer to customer, it is important for each company to have specific components of customer satisfaction in order to【C5】______ a mass satisfaction result. Proper components are the【C6】______of customers purchasing from a company and【C7】______ their purchase decision over again, as customer satisfaction and loyalty are the direct reflections of the brand loyalty factors, certain emotional【C8】______ or other external reasons. Measuring the level of customer’s satisfaction is rather hard and the results may be sufficiently【C9】______. Customer satisfaction constantly needs a target to be aimed at,【C10】______the " requirements " of the contemporary customer change from day to day.
  【C11】______the "satisfaction" information is obtained by the means of either telephone or an Internet-survey. It【C12】______be noted that these two ways of obtaining information are the major marketing prediction【C13】______. Such surveys are rather accurate and reveal the customer loyalty of each【C14】______ company. Customer satisfaction measurements help the companies build their customer-strategies based on the strengths and the weak spots of each good that【C15】______it from obtaining high level of customer’s satisfaction and loyalty.【C16】______of the customer’s loyally revealed on the early stages of satisfaction measurements helps to【C17】______a good to a more corresponding market position.【C18】______ customer’s loyalty has one other important element【C19】______ is the knowledge of what customers think about the brand, the brand’s specific product and results【C20】______a correct marketing strategy decision-making.
【C1】
选项 A、equivalent
B、substitute
C、institution
D、reservation
答案A
解析 名词辨析题。句意为：答案十分简单，即顾客购买货物，或者换言之，为他挑选的货物付出金钱等价物。根据原文和相关背景知识，人们在购买货物的时候需要付钱，而钱的数量应是与货物等价的，因此选择equivalent“等价物”。institution“机构”和reservation“储备”显然不符合上下文语境，可先排除；而substitute“替代品”是指功能和用途上可互棚替换的东西，并不是价值相当的物品，因此也不合句意，应排除。
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