Social media strategist Jeremiah Owyang has identified eight stages of effective listening. Which of the following scenarios is an example of "Stage 8" listening?
a. An online clothing retailer asks customers to complete a satisfaction survey, which it uses to improve customer service
b. A local restaurant searches Twitter to find out what people are saying about today's specials
c. A software company allows customer service representatives to make real-time responses to customer queries
d. A soft drink manufacturer uses social media notification tools to learn what the competition might be up to
e. An online bookseller examines customers' product reviews, comments, and past purchases to suggest
additional titles customers might enjoy
ANSWER: e