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Essay text:
This may be due to the fact that often such initiative is assigned to the IT group in a firm; the group has the least contact with the customer.
Generating and evaluating Alternatives: The group were agree that the loyalty is about personal relationship not technology, so they read Dr. Phil McGraw, Steven Covey, telephone survey, the company wanted to research the reflect in their clients and how the respect translate differently in the different sectors
Choosing an alternative: The Company chose to be partner with research company Synovate to conduct 12 focus groups, 4 each in three sectors: insurance, airlines, and retail, focus group were conducted with adult men and women in both Chicago and Detroit...
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