EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 5, Problem 1DQ
Summary Introduction
Interpretation:the way modern technology is used to understand the voice of the customer is to be determined.
Concept Introduction:Internet is the most wide spread modern technology used in today’s time and has become the center of the various business activities. It is impossible to carry out the major business activities without it. Therefore, it has been considered as a must-have in today’s business world in order to understand the voice of the customer.
Expert Solution & Answer
Explanation of Solution
The modern technology such as internet contributes immensely towards understanding the voice of the customer as it provides many opportunities for customers to comment and review on different products and services that they consume.
Internet provides the customers the ability to obtain endless information, knowledge and training while providing answers and options for many of the customer concerns and needs. Internet is also a platform for connectivity, communication and sharing as it will enable the customers to make instant bookings, complaints or other requirements through the usage of internet.
It also allows the customers to locate and obtain contact information of a particular business or a service provider. This has allowed the customer to get quick routes in reaching a desired location with the usage of various apps. Internet has also provided the customers to perform the banking activities online, settle bills and do shopping online.
Therefore, internet has been identified as the voice of the customer that can be used in fulfilling the different needs and concerns of the customer.
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