Chapter 1: question 7, page 18 (Reviewing the Facts section).
Chapter 1: question 4, page 19 (Applying the Ideas section).
Reviewing the Facts
7. How do ripple effects escalate the problem of the lost customer?
Applying the Ideas
4. What major corporations that you’ve heard of seem to be doing the best job of building customer loyalty? In what ways do they attempt to build long-term relationships with customer?
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