Many banks and phone companies now charge fees for once-free services to ensure minimum customer revenue levels. This helps banks to__（）
A. reduce the rate of customer defection
B. make low-profit customers more profitable
C. enhance the growth potential for each customer through cross-selling
D. increase the longevity of the customer relationship
E. focus disproportionate effort on high-value customers
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The relatively homogeneous and enduring divisions in a society, which are hierarchically ordered and whose members share similar values, interests, and behavior constitute a__（）
A. culture
B. subculture
C. social class
D. family
E. group
Rachel and Josh are on vacation in Hawaii. When they arrived at the hotel, they were offered chilled juice. Their check-in formalities were handled by the staff. When they entered their room, they saw
A. lifetime value
B. perceived value
C. value analysis
D. profitability analysis
E. touch points
To exploit the power of social media, marketers need to create tangible value for consumers, which can come from all of the following EXCEPT__（）
A. discounts
B. coupons
C. information
D. solicitations
E. special offers
Club membership programs that are open to everyone who purchases a product or service__（）
A. are more powerful long-term loyalty builders than limited-membership clubs
B. will not help a company attract customers from competitors
C. prevent those with only a fleeting interest in a company’s products from joining
D. are useful for building a database of customers but are not very good as long-term loyalty builders
E. are useless unless there are fees and membership conditions
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