At Gina's retail stores, the posted policy reads, "Without our customers, we don't exist." Gina and her staff aim to delight each customer, and they are quick to offer discounts or extra services whenever a customer is anything less than satisfied. Gina and her staff strive to make every customer a repeat customer. It is most accurate to say that instead of focusing on each individual transaction, Gina and her staff put a priority on ________.
A) managing partner relationships
B) selling new products
C) attracting "butterflies"
D) converting "barnacles" to "strangers"
E) capturing customer lifetime value

Question

Quizplus · Accepted Answer

Gina and her staff's focus on delighting customers and making them repeat customers indicates that they prioritize capturing customer lifetime value over each individual transaction. By providing exceptional service and discounts, they aim to create loyal customers who will continue to patronize the store in the long term, rather than just making a one-time sale. This approach aligns with the idea of customer relationship management, which emphasizes building long-term relationships with customers to maximize their lifetime value to the business.

At Gina's Retail Stores, the Posted Policy Reads, "Without Our