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Question one

• Watch the Unhappy Customer video case study.  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.