Problem 1: Pick one of the generalizations noted in the "Customer Metrics and Their Impact on Firm Performance" article and describe a real business scenario that exemplifies the generalization. You may use an example from an organization (or industry) for which you do or have worked, or you can find an example from news stories or PR releases.
Problem 2: Provide an example of an organization either successfully or unsuccessfully implementing or following the service-profit chain. Your example does not need to detail every link in the chain, but it should clearly incorporate at least 3 links of the links, exemplifying how they are related.