Question: Review the case, Xerox Corporation: The Customer Satisfaction Program After reviewing the case, prepare responses to the following questions: What are the important features of

Review the case, Xerox Corporation: The Customer Satisfaction Program

After reviewing the case, prepare responses to the following questions:

  1. What are the important features of the Xerox customer satisfaction program? What prevents other organizations from doing the same?
  2. What is customer satisfaction?
  3. Should Xerox offer a guarantee? If so, which?
  4. How does Xerox research and measure customer satisfaction? What would you recommend to improve the program?

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