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CUSTOMER STRATEGY
MODULE THREE: CUSTOMER STRATEGY
INTRO: CUSTOMER STRATEGY (2:48)
PART ONE: MISLEADING RESEARCH (4:37)
PART TWO: THE THINKING/DOING GAP (3:57)
PART THREE: DISLOYAL LOYALISTS (5:51)
PART FOUR: CAN'T GET NO SATISFACTION (5:49)
PART FIVE: PANIC-FREE SERVICE RECOVERY (4:19)
PART SIX: CUSTOMERS MAKE STRANGE DECISIONS (3:44)
PART SEVEN: SMALL CHANGES = BIG EFFECT (4:27)
RECAP: CUSTOMER STRATEGY (2:06)
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PART ONE: MISLEADING RESEARCH
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