Word-of-mouth promotion and referrals from a business’s current customers to its potential customers

A business strategy that stresses technology, innovation, and flexibility to align an organization’s objectives and activities with customer needs

The values and ideals that an organization encourages among its employees

The customer’s preference for a business; usually expressed in regular purchases from the business

The strategies, processes, and policies a business uses to meet or exceed customer expectations and to provide customers with outstanding experiences at every touch point

A measure of how well a business has met its customers’ expectations

Publicity for a business provided by customers who tell others of their satisfaction with the business

All the opportunities that businesses have to connect with customers and reinforce their brand value

The purchases a customer makes because of a long-term relationship s/he has established with a business

The stage in the creation of a new product in which a working model may be tested, modified, and retested; production costs are estimated and final details of the product are planned, e.g., label, promotion, and distribution

Focused on customer needs and wants

The company’s configuration of employees for accomplishing specific business tasks; how the business is organized

The strategies, processes, technology, and people a business uses to build, maintain, and maximize the long-term value of customer relationships

Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction