1. Evaluate the following statement. Your complaining customer is often your least valuable/most valuable customer. Back up your answer with concepts and examples.
2. Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.
3. Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.
4. Sometimes we walk into a store and we feel like we're the most important person in the world. Other times, we enter a business, and we might as well be invisible. What are some examples of companies that succeed and companies that fail in engaging their customers? What are your recommendations for improvement for places you do business?
5.Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer's individual needs.