For companies interested in delighting customers, exceptional value and service become part of the overall company culture. For example, year after year, Pazano ranks at or near the top of the hospitality industry in terms of customer satisfaction. The company’s passion for satisfying customers is summed up in its credo, which promises that its luxury hotels will deliver a truly memorable experience. Although a customercentered firm seeks to deliver high customer satisfaction relative to competitors, it does not attempt to maximize customer satisfaction. A company can always increase customer satisfaction by lowering its price or increasing its services. But this may result in lower profits. Thus, the purpose of marketing is to generate customer value profitably. This requires a very delicate balance: the marketer must continue to generate more customer value and satisfaction but not ‘give away the house’.
* credo: 신조
① risk the company’s profitability
② overlook a competitor’s strengths
③ hurt the reputation of the company
④ generate more customer complaints
⑤ abandon customeroriented marketing
22. 다음 글의 요지로 가장 적절한 것은?
The problem with simply adopting any popular method of parenting is that it ignores the most important variable in the equation: the uniqueness of your child. So, rather than insist that one style of parenting will work with every child, we might take a page from the gardener’s handbook. Just as the gardener accepts, without question or resistance, the plant’s requirements and provides the right conditions each plant needs to grow and flourish, so, too, do we parents need to customdesign our parenting to fit the natural needs of each individual child. Although that may seem difficult, it is possible. Once we understand who our children really are, we can begin to figure out how to make changes in our parenting style to be more positive and accepting of each child we’ve been blessed to parent.
* equation: 방정식
① 자녀의 특성에 맞는 개별화된 양육이 필요하다.
② 식물을 키우는 것이 자녀의 창의성 발달에 도움이 된다.
③ 정서적 교감은 자녀의 바람직한 인격 형성에 필수적이다.
④ 자녀에게 타인을 존중하는 태도를 가르치는 것이 중요하다.
⑤ 전문가에 의해 검증된 양육 방식을 따르는 것이 바람직하다.
