1. Hoer does Dunkin' Donuts build long-term customer relationships?

2. What is Dunkin' Donuts' value proposition?

3. How is Dunkin' Donuts growing its share of customers?

For more than 50 years, Dunkin' Donuts has offered customers throughout the United States, and around the world, a consistent experience-the same donuts, the same coffee. The same store decor-each time a customer drops in. Although the chain now offers iced coffee, breakfast sand-riches, smoothies, gourmet cookies, and Dunkin' Dawgs in addition to the old standbys, devoted customers argue that it's the coffee that sets Dunkin Donuts apart. To keep customers coming beck, the chain gill relies on the recipe that founder Bill Rosenberg crafted more than 50 years ago.

The company is so concerned about offering a consistent, high-quality cup of coffee that managers in Dunkin' Donuts "Tree-to-Cup" program monitor the progress of its coffee beans from the farm to the restaurant. The result? Dunkin' Donuts sells more cups of coffee than any other retailer in the United States-30 cups a second, nearly one billion cups each year. Building on that success, the company plans to more than triple its current number of stores, amassing 15,000 franchises by the year 2015. After vie/ring the video featuring Dunkin' Donuts, answer the following questions about managing profitable customer relationships.