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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

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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.
【C6】
选项 A、premises
B、incentives
C、starts
D、outcomes
答案A
解析 名词辨析题。句意为：正确的满意度要素是客户从一个公司购买货物并多次重复其采购行为的前提，因为客户的满意与忠诚是品牌忠诚因素、一定的情感驱动和其他外部原因的直接反映。根据上文，弄清楚客户满意的构成因素对每一个公司都很重要。因此，弄清客户满意的构成要素是促使他们购物的前提或基础，故premises为答案。incentives“动机”和outcomes“后果”不符合上下文语境，排除；starts“开端”意义易与“前提”相混淆，但原文侧重的是条件，而不是事件的起点，故排除。
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