1. Explain why customer satisfaction levels have remained stagnant over the past decade despite all of the talk regarding the importance of customers. 2. Explain why customer loyalty is so rare. Why...

1. Explain why customer satisfaction levels have remained stagnant over the past decade despite all of the talk regarding the importance of customers.

2. Explain why customer loyalty is so rare. Why are customers so willing to defect? As an SC manager, describe how you would address this challenge.