1. Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on how promises of rewards for 25,000 miles are not received, and what impact this has on the customer. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the âbig pictureâ of profit and satisfaction. What changes would you suggest for the industry?

2. Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer's complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business.

3. Explain how you would exceed customer expectations by using information. What kinds of information help exceed customer expectations? What are the special informational demands of eCommerce? In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/website, the brand, and ultimately the parent company?