1. When Ramona, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the Ritz-Carlton, she was exhausted and her suit was wrinkled from her 10-hour plane trip. The night clerk found someone to dry clean Ramona's suit and have it ready for her morning presentation. She has been a loyal Ritz-Carlton customer ever since. In this example, Ritz-Carlton demonstrated the macro strategy of
A. promotional excellence.
B. operational excellence.
C. global excellence.
D. customer excellence.
2. The ability to use location-based apps to bring special offers to consumers when they're making a purchasing decision BEST represents which aspect of the 4E framework of social media marketing?
A. Engage
B. Experience
C. Excite
D. Energize