1. What is the difference between an implicit bargain and an explicit bargain? List three types of two-way, addressable media and how an enterprise might use them to create an explicit bargain with individual customers.
2. If you were hired to develop a Touchmap for an enterprise seeking to create better customer relationships, what steps would you complete? Explain each step and why it's important to representing a "customer eye's view" of the enterprise.

1. Why is a complaining customer valuable to a customer-strategy enterprise? Explain at least three reasons. Why are fewer customers complaining, despite the fact that it's easier to complain than ever? How might a company encourage complaints?