In a hotel with electronic locks, the need to retrieve keys is greatly reduced because the combinations of the rooms are changed:

Which of the following is the best method of recovering customer goodwill?

A) sending service people to conduct door-to-door surveys B) contacting the complaining customer as quickly as possible C) identifying prospective customers from the customer database D) customizing products according to individual customer need E) defining and measuring the customer retention rate

Goals can help focus a group in a __________________ direction

a. consistent b. piggyback c. intuitive d. benchmarked