1. American Express has access to the spending habits of its cardholders. How may it use this information to improve customer satisfaction? How may its retail customers use this information?
2. Customer satisfaction is of importance to management. Discuss customer needs in the context of internet service providers (ISPs) and their degree of importance.
3. In the context of a health care organization, explain why it is important to know not only the needs of the customers but also their relative importance.