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When New Products and Customer Loyalty Collide
Maruca, Regina Fazio; Halliday, Amy L.Article HBS-93608-EMarketingIn this fictional case study, Henry Carson had thought it was time for his company, Pacer Athletic Shoes, to upgrade its standard offerings for the serious runner and expand into walking shoes. But after investing considerable resources in the effort, he's having second thoughts: the returns so far aren't good; old customers seem confused or, worse, annoyed; Pacer doesn't seem to be attracting new customers, despite a flashy marketing campaign; a...Starting at €8.20