Visit the Harley-Davidson USA Web site (www.harley-davidson.com) and review the information provided about its Harley Owners Group (H.O.G.), by first going to the "Owners" tab at the top. Describe the efforts the company makes to maintain customer loyalty through its programs. What are the benefits to H.O.G. members? Discuss how these measures might be effective in creating value for members.
Customers use a variety of methods to provide feedback to companies about their experiences. Planetfeedback.com was developed as one such venue. Visit its Web site (www.planetfeedback.com) and identify the types of feedback that customers can provide. Look over the feedback for Verizon by typing "Verizon" in the company search space. Summarize some of the most recent comments. What is the ratio of positive to negative comments about Verizon during the last year or so? Describe the effect these comments might have on customer perceptions of Verizon.
