Customer Integration and Satisfaction Forum 5 TLMT 441 Assignment

Customer Integration and Satisfaction Forum 5 TLMT 441 - Assignment Example During the September 1 attack on the U.S, the terrorists hijacked a passenger carrier airplane sending worrying signals to customers regarding their safety. Customer’s 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 examination on customer’s feelings regarding all motor carriers’ firms’ response after the September 11 incident (Atwater et al, 2011). The data gathered indicates a huge disruption and downturns following 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 opposed to those that stuck with earlier strategies. In conclusion, adopting strategic measures after a strategic surprise is not a guarantee of developing customer satisfaction (Kotler, 2010). As evidenced 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