When Its Sales Were Declining,Canadian Airline Conducted a Marketing Survey

Multiple Choice

When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel.If Canadian Airline had only surveyed former customers who were still in their database,it would have used which service recovery strategy?

A) Critical incident
B) Make the service fail safe
C) Welcome and encourage complaints
D) Learn from lost customers
E) Customer empowerment