1.Define and explain the NPS formula and how it applies to customer satisfaction.
2. Explain the concept of goodness of product fit.
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. Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company's ability to engage their customers?
5. Describe the difference between customer share and market share. Explain which concept is more important.