Complaint resolution Consulting Customer centricity Customer retention 
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
ClearAction
DECEMBER 14, 2017
Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases.
Return Customer
AUGUST 15, 2018
A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. Always Keep the Customer in the Loop. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up. Twitter: [link].
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