1. Describe the differences between actively solicited customer feedback and passively solicited customer feedback together with example. In your opinion, which type of feedback is more effective in helping to increase the quality of service in an organization?

2. Imagine yourself in the role of the CEO of a large furniture manufacturer wishing to expand globally. Briefly describe how you would set up a benchmarking program. Include in your description an analysis of how you would determine what to benchmark and how you would determine whom to benchmark against.