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Discuss your experience with 'relationship marketing' - in other words, when have you had a customer service experience that may have triggered loyalty to that

  1. Discuss your experience with 'relationship marketing' - in other words, when have you had a customer service experience that may have triggered loyalty to that brand? What happened to make you a loyal customer?
  2. Service recovery strategies. Discuss an example you may have had (optional), what the recovery was and how it impacted your feelings about the brand. Were you less or more forgiving depending on how they handled it?

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