1. In the context of an organization with which you are familiar, come up with a definition of 'customer retention'? What customer-related data does the organization have that indicates success or failure at retention?
2. Go online and research loyalty programs. How successful are they at generating loyalty? What are the distinctive attributes of the most successful programs?
3. Go online and research customer clubs. How successful are they at generating loyalty? What are the distinctive attributes of the most successful clubs?