1. Using either the company you currently work with, one you are familiar with because of past employment, or one that you can research online, give examples of how the company you select tracks/calculates the following 6 metrics (see Note 3, below, if you cannot find examples for a particular metric).
   1. Customer satisfaction
   2. Service quality (if the companys offerings do not have an important service component, this metric may not be tracked. If it is not tracked, please refer to NOTE 3, below)
   3. Customer loyalty (or net promoter or another similar metric)
   4. Customer behavior (may be customer acquisition, customer retention, page visits, or other meaningful metric related to customer behavior)
   5. Customer lifetime value
   6. Firm Performance (profitability, value, or another meaningful metric).
2. Pick one of the generalizations noted in the Customer Metrics and Their Impact on Firm Performance article and describe a real business scenario that exemplifies the generalization. You may use an example from an organization (or industry) for which you do or have worked, or you can find an example from news stories or PR releases.

3. Provide an example of an organization either successfully or unsuccessfully implementing or following the service-profit chain. Your example does not need to detail every link in the chain, but it should clearly incorporate at least 3 links of the links, exemplifying how they are related.