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      Question

      Which stage of customer lifecycle involves encouraging

      customers to recommend bank to others?
      A Acquisition Correct Answer Incorrect Answer
      B Engagement Correct Answer Incorrect Answer
      C Advocacy Correct Answer Incorrect Answer
      D Retention Correct Answer Incorrect Answer
      E Awareness Correct Answer Incorrect Answer

      Solution

      Advocacy stage includes referrals and positive word-of-mouth. Why others are incorrect: Acquisition brings new customers; Engagement involves usage; Retention prevents churn; Awareness is initial exposure. Banking Example: Refer-a-friend program.

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