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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.
【C18】
选项 A、Keeping
B、Tracking
C、Managing
D、Cultivating
答案B
解析 动词辨析题。句意为：追踪调查客户的忠诚度还有另外一个很重要的因素，那就是是否了解客户对品牌和品牌旗下产品的看法，并由此做出正确的市场决策。本段提到通过电话和网络调查来获取客户关于产品满意度和品牌忠诚度的信息，这些调查是经常实施的，可见这是公司在对客户忠诚度进行“追踪”，故用tracking。了解客户的信息本身并不足以“保持”或“培养”其忠诚度，因此排除keeping和cultivating；而除了获取信息以外，文章并没有谈到如何对客户忠诚度进行“管理”，故排除managing。
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