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Question 6B: Customer Recovery Strategy (15 marks)
Risk Area: Recipe Miscalculation
Format: Email to Marketing Director
Requirement: "Develop a customer recovery campaign for affected customers who received incomplete kits. Include compensation options, retention incentives, and communication strategy. Consider impact on CLV and segment-specific approaches."
Professional Skills:
- Communication (customer messaging)
- Commercial Acumen (retention economics)
- Analysis (segment impact)
Time Allocation: 34 minutes (including 4 minutes planning)