1. Customers have expectations of the businesses that they patronize. What expectations would someone entering a Jordan’s Furniture store for the first time likely have? What expectations would a loyal, repeat customer of Jordan’s Furniture likely have?
2. Sometimes companies approach customer relationship management differently for new customers than they do for loyal, repeat customers. Does Jordan’s approach to customer relationship management differentiate between new customers and loyal customers? Explain your answer.
3. Using the concepts of recency, frequency, and monetary value, explain the impact made by the “Jordan’s Furniture difference.”