Docsity
Docsity

Prepare for your exams
Prepare for your exams

Study with the several resources on Docsity


Earn points to download
Earn points to download

Earn points by helping other students or get them with a premium plan


Guidelines and tips
Guidelines and tips

Fulfillment Process and Customer Satisfaction: Terms, Concepts, and Methods, Quizzes of Digital Marketing

Essential terms, definitions, and methods related to the fulfillment process and customer satisfaction. Topics include the fulfillment process's stages, sources of fulfillment problems, advantages and disadvantages of outsourced call centers, ways to evaluate customer satisfaction levels, survey methods, tests, valid experiments, and framework for test implementation. Additionally, it discusses dma green 15 initiative, consumer rights, consumer privacy, industrial and consumer demand, and fundraising steps.

Typology: Quizzes

2010/2011

Uploaded on 04/07/2011

ksojack
ksojack 🇺🇸

10 documents

1 / 7

Toggle sidebar

This page cannot be seen from the preview

Don't miss anything!

bg1
TERM 1
the fulfillment process
DEFINITION 1
offer,response,processing,shipping,billing,customer service
TERM 2
sources of fulfillment problems
DEFINITION 2
accuracy of the order,package presentation,speed of
delivery,stock availability,return processing
TERM 3
outsourced call center
advantages
DEFINITION 3
low initial investment,elimination of hiring needs,fixed
operating costs,quick start up,time flexibility
TERM 4
outsourced call center
disadvantages
DEFINITION 4
lack of direct control,lack of direct security,lack of employee
loyalty,mass market approach,caliber of personnel
TERM 5
ways to evaluate customer satisfaction level
DEFINITION 5
place an order in fictitious name an experience service
firsthandsend surveys to recent customers
pf3
pf4
pf5

Partial preview of the text

Download Fulfillment Process and Customer Satisfaction: Terms, Concepts, and Methods and more Quizzes Digital Marketing in PDF only on Docsity!

the fulfillment process

offer,response,processing,shipping,billing,customer service TERM 2

sources of fulfillment problems

DEFINITION 2 accuracy of the order,package presentation,speed of delivery,stock availability,return processing TERM 3

outsourced call center

advantages

DEFINITION 3 low initial investment,elimination of hiring needs,fixed operating costs,quick start up,time flexibility TERM 4

outsourced call center

disadvantages

DEFINITION 4 lack of direct control,lack of direct security,lack of employee loyalty,mass market approach,caliber of personnel TERM 5

ways to evaluate customer satisfaction level

DEFINITION 5 place an order in fictitious name an experience service firsthandsend surveys to recent customers

6 major survey methods for primary data

personal interview,telephone interview,email surveys,mail questionnaire,online surveys,observation TERM 7

4 most common types of tests

DEFINITION 7 list tests,offer tests,creative tests,contact strategy tests TERM 8

valid experiments

include:

DEFINITION 8 a control group, random assignment of subjects to test and control groups TERM 9

matchback

DEFINITION 9 process of tracing an order response back to the original source TERM 10

split test

DEFINITION 10 2 or more samples (each representative of the whole) taken from the same list

framework for test implementation

1 state the hypothesis2 develop, by a priori analysis, the assumptions required and compute the appropriate sample size3 structure and perform the experiment4 develop, by a posteriori analysis, statistics for judging hypothesis validity make the decision TERM 17

main objectives of DMA green 15 initiative

DEFINITION 17 1 offering notice and choice to mail recipients 2 questioning paper suppliers where the paper comes from, to protect forests and to ensure the wood was legally harvested3 reviewing direct mail and direct marketing piees, testing and downsizing where appropriate encouraging packaging suppliers to submit alternate solutions for environmentally preferable packaging5 purchasing office papers, packaging, n shit from recycled materials TERM 18

Basic consumer rights

DEFINITION 18 right to:infoselection safetyconfidentialityprivacy TERM 19

Consumer rights legislative

issues

DEFINITION 19 intellectual propertysecurityprivacy TERM 20

main CAN-SPAM act

provisions

DEFINITION 20 bans false or misleading header infoprohibits deceptive subject linesrequires that your email give recipients an opt out methodrequires that commercial email is identified as an ad

4 types of consumer info

general descriptiveownershipproduct purchasesensitive/ confidential TERM 22

Consumer privacy

segments

DEFINITION 22 Unoncerned (20%)Pragmatists (60%)Fundamentalists (20%) TERM 23

How industrial demand differs from consumer

demand

DEFINITION 23 derived demand,inelastic demand,widely fluctuating demand,knowledgeable demand TERM 24

Commitment to consumer choice

DEFINITION 24 1 provide customers with notice that they may modify their receipt of solicitations in every marketing offer2 honor opt outs w/in 30 days and not send them anything else, nor transfer their info for 3 years3 disclose the source of consumer specific data upon their request4 Update mailing lists using DMA's MPS monthly TERM 25

SIC

DEFINITION 25 Standard industrial classification

Nonprofit applications

building new customer relationships, maintaining existing relationships, securing corporate partnerships (cause related marketing) TERM 32

Fundraising steps

DEFINITION 32

  1. form a committee of influentials to make contacts w/ potential contributors 2. mount a direct response campaign to those identified 3. Organize a follow up campaign to support the initial campaign TERM 33

8 step fundraising plan

DEFINITION 33

  1. listen to donors 2. keep mission in mind 3. tell story vividly
  2. go hi tech but stay people focused 5. Let donors fund projects 6. target your audience 7. Involve the CEO and board of directors 8. Launch fundraising campaign TERM 34

Direct response fundraising message must

do: (3)

DEFINITION 34

  1. strike fast 2. personally grab and shake 3. Make action easy