+

MBA/570

Sustainable Customer Relationships

November / December 2008

+Agenda

Housekeeping

Pepsi challenge

Classic Airlines Presentations

Classic Airlines Discussion

Name that tune

Class review

NOV / DEC 2008MBA / 570 SUSTAINABLE CUSTOMER RELATIONSHIPS

+Housekeeping Week 5 Papers

Week 6 Papers – email or hard copy llinn@email.phoenix.edu

See CRM in action www.salesforce.com/demos

NOV / DEC 2008MBA / 570 SUSTAINABLE CUSTOMER RELATIONSHIPS

The Pepsi Challenge

+The Pepsi Challenge

If people like the taste of Pepsi better, why do they drink Coke?

If people like Dunkin’ Donuts coffee better why do they drink Starbucks?

+The Pepsi Challenge

fMRI Give us a clue

When people know the brand they are drinking, they prefer Coca Cola

Impact shown in the pre-frontal cortex

Presentations

Classic Airlines Problem Solution

Discussion

Name That Tune

Comprehensive Class Review:

Week 1

Bear in mind that brains and learning, like muscle and physical skill, are articles of

commerce. They are bought and sold. You can hire them by the year or by the hour.

The only thing in the world not for sale is character.

- Antonin Scalia