Customer Integration and Satisfaction Forum 5 TLMT 441 Assignment

Customer Integration and Satisfaction Forum 5 TLMT 441 - Assignment ExampleDuring the September 1 attack on the U.S, the terrorists hijacked a passenger carrier airplane sending worrying signals to customers regarding their safety. Customers reaction in relation to the safety concern is evident in all motor carriers within the U.S. In examining whether strategic change is essential for the long-term benefits of an organization, the study To change or not to change, takes a close inquiry on customers feelings regarding all motor carriers firms response after the September 11 incident (Atwater et al, 2011). The data gathered indicates a huge tumult and downturns interest the terrorist attack. For example, the normal operations in the motor carriers firms declined by more than half. Although, some carriers changed their strategies after the attacks, performance was still not impressing. All the carriers performed awful following the attacks as customers grew fear irrespective of any security measures the firms included (Atwater et al, 2011). As a matter of fact, a declined performance was achieved by firs that opted change their strategies as strange to those that stuck with earlier strategies.In conclusion, adopting strategic measures after a strategic surprise is not a guarantee of developing customer rapture (Kotler, 2010). As prove through the change of strategy by the carrier firms that changed their strategy following the September 11 terrorist attacks. Other than adopting strategic changes, the study finds out that customer satisfaction and integration is a continuous