Question 1) The purchase of a product from Company A turns out to be a positive experience. You are looking for a loosely related product, which is also offered by Company A. Do you assume that you will again have a positive experience with the product offered by Company A, or do you look for the "best of breed", regardless of which company offers it?
Question 2) Assuming you had a problem with a product or service, would you feel more brand loyalty for a company that tried to immediately resolve a complaint via e-mail, or a company that had a customer service representative call you back within two business days to resolve your problem over the phone? Give an example of your experience with complaint resolution with a company, and discuss whether certain kinds of problems are best resolved by email or telephone.