Discussion
Who do buy more, complain less, spread positive word of mouth, ensure a large customer base and repeat business ?
Answer: B
Delighted customers buy more, complain less, spread positive word of mouth, ensure a large customer base and repeat business. A delighted customer is one whose experience has exceeded expectation, which creates strong loyalty.
Merely satisfied customers have had expectations just met and may still switch to a competitor with a slightly better offer. Industrial customers are a type of buyer, not a level of satisfaction, so the first and third options do not name the group described. Hence 'None of the above' is also wrong.
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