1. How you think (American Express) has ethics, social responsibility, or environmentally sustainable polices that directly contribute to its competitive advantage. Be specific about how such policies contribute to the firm's competitive advantage.
2. Customer Satisfaction is compared to Customer Loyalty It says that satisfaction deals with opinions where loyalty deals with buying decisions. We discussed three examples of how to make in class several ways to make a customer happy and to retain them. Please provide a customer happy, thus leading to customer retention. Also provide three "real world" examples of quality issues with products that would deter a customer from purchasing again.