promises of rewards for 25,000 miles are not received , and what impact this has on the customer . How much does poor customer satisfaction hurt their business ? What are the risks for the company ? Provide a balanced answer that looks at the “ big picture ” of profit and satisfaction . What changes would you suggest for the industry ?
Question 2.2 . ( TCO 11 ) Explain overall strategies for recovering lost customers . Include asmuch detail as possible in your answer , but focus your answer on feeling customer pain asdescribed in the textbook . Create a scenario where a customer has come to you and isdisappointed , but not necessarily angry or frustrated . Choose an industry , describe thecustomer ’ s complaint , and how you would react in the situation . The customer does not wantto continue doing business with your company because of the events . Explain your customerrecovery efforts , and what impact they ultimately have on the business .
3 . ( TCO 4 ) Explain how you would exceed customer expectations by using information . What kinds of information help exceed customer expectations ? What are the special informational demands of eCommerce ? In your answer , focus on a particular industry and create a scenario that illustrates your point . What is the impact on the customer , the store / website , the brand , and ultimately the parent company ?
Question 1.1 . ( TCO 2 ) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines . Include as much detail as possible in your answer , but focus your answer on how promises of rewards for 25,000 miles are not received , and what impact this has on the customer . How much does poor customer satisfaction hurt their business ? What are the risks for the company ? Provide a balanced answer that looks at the “ big picture ” of profit and satisfaction . What changes would you suggest for the industry ? Question 2.2 . ( TCO 11 ) Explain overall strategies for recovering lost customers . Include as much detail as possible in your answer , but focus