Answer: Translating customer expectations into specific behaviors and actions
New owners of the Atlanta Falcons develop a goal to increase attendance by giving their clients what they wanted. They have already identified that family-oriented halftime shows were an important consideration for a large portion of its target market so they researched specific ideas which include fireworks displays, a battle of the bands featuring local high school bands, drawings for prizes and musical concerts. This research is translating customer expectations into specific behaviors and actions.