Morty Albertson owns a funeral home business with two separate funeral homes that employ a total of 27 employees. One of the strategic goals for

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Morty Albertson owns a funeral home business with two separate funeral homes that employ a total of 27 employees. One of the strategic goals for his business this year is customer focused: to increase customer satisfaction. At the employee level, the goal is to provide a stress-free process, from first meeting, through processing the remains, a respectful service, and subsequent transportation or processing of the customer's loved one. Sylvester Hammonds is Morty's chief marketing officer (CMO). Which of the following is a reasonable measure for Sylvester's performance that would be in line with Morty's customer-focused strategic objective? a) Percentage of survey rating results from customers indicating they felt informed (versus overwhelmed) by the funeral home's pamphlets and website b) Reduction in the amount of customer complaints that relate to the funeral service c) To provide a stress-free funeral home experience d) Ensuring that more than 95% of customers report that they are satisfied with Morty's promotional materials