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Unhappy Customers

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Unhappy Customers – Watch the video, Unhappy Customers, and answer the following questions:

Case Study discussion:

Question one

Watch the Unhappy Customer video case study and YouTube video. What is the most important element of this case study in terms of customer relationship management and the lifetime value of a customer?
Question two

Research the customer service policy of United Airlines at the time of this incident. Was the customer’s reaction justified? Provide a rationale for your answer.
Question three

Finally, if you were the CEO of United Airlines, what would your response have been. Provide a rationale for your answer.

Sample Solution

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