Q Choose two of the three discussion topics for this week's discussion. Be sure to support each of your responses with references (including peer replies) and for full credit you'll need to reply to more than the minimum two peer threads in addition to your own two initial topic responses. Topic 1 - Loyalty There are two major approaches to loyalty: behavioral and attitudinal. Describe the difference between them and why it is important to account for both. It might be attractive to derive data from actions, not attitudes, but there is strategic value in understanding the causes of attitudinal changes or weaknesses. How might we improve our competitive direction and performance by addressing more than one loyalty dynamic? Topic 2 - Customer Centricity "The customer isn't always right. Rather, the right customer is always right. And yes, there is a difference." - Peter Fader Use this discussion to explore this idea and how it relates to customer centricity. What parameters should we develop for customer centricity and should we use this concept as a blanket for our strategic CRM development? Topic 3: Using the content from the book chapter on customer loyalty from this week's readings, describe how to qualify an influencer panel and if you feel they are still relevant. How do companies develop authentic relationships with influencers and translate that authenticity to customers. Post your initial thread by Saturday. Use at least two references and respond to at least two peer threads. Remember two is the minimum, and >2 quality peer responses and references for initial threads and peer responses receives maximum credit.