1) What was the biggest surprise for you in the reading? In other words, what did you read that stood out the most as different from your expectations? The part that stood out most to me in the reading was "Thus they give corporate decision makers very little idea of how to keep customers or capture new ones" I thought that was very interesting
2) Identify at least one part of the reading that was confusing to you.
Everything in the reading was very clear except a lot of the business jargon. Other than that, it was very straight forward.
3) If you were able to ask two questions to the author, what would you ask? Why?
I would ask the author to give a real life example of a company that does this and if they were successful.
4) Was there anything you think the author was wrong about? Where do you disagree with what she or he said? How?
I agreed with everything the author talked about.
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