Kelly Kinsel felt good about her day's work. A customer had been upset with the performance of one of the products Kelly serviced. At first, the customer threatened to never buy from the company again. But Kelly made good on their "replacement on demand" policy, and now the customer had what he wanted. Kelly knew she had saved more than a single sale. Kelly's pride is most likely linked to her knowledge of:
A) customer lifetime value.
B) customer recruitment.
C) customer total cost.
D) customer churn.
E) none of the above

Question

Quizplus · Accepted Answer

Kelly's pride is likely linked to her knowledge of customer lifetime value, as her successful resolution of the customer's complaint likely ensured his continued patronage and potentially even referrals to other customers. Understanding the value of a customer over their lifetime can be important for motivating employees, developing customer retention strategies, and ultimately driving long-term business success.

Kelly Kinsel Felt Good About Her Day's Work