1. What perceived value seems to be causing Patrick to drop his membership? 2. How does the lack of responsiveness to customer input reflect missed opportunities for creating A-plus value? 3. What...

1. What perceived value seems to be causing Patrick to drop his membership? 2. How does the lack of responsiveness to customer input reflect missed opportunities for creating A-plus value? 3. What could Dave and Andy do to build feelings of engagement with their customers using the kinds of ideas discussed in this chapter? 4. Understand the nature of A-plus information

and how it relates to customer loyalty.