MANAGING CUSTOMER RELATIONSHIPS / TUTORIALOUTLET DOT COM MANAGING CUSTOMER RELATIONSHIPS / TUTORIALOUTLET D | Page 2

To United Airlines, Dave would most likely be classified as
“insignificant”, but his video sent a negative image of United Airlines
worldwide. However, customer segmentation allows a company to
cost effectively better serve thousands of customers.
1. How might you reconcile this discrepancy between the two views?
Or is there a discrepancy? Please reference the weeks material and
properly cite.