2.   Customers seek different types of rewards  Relationship with company prospers on an informal, more personal level  Customers will still switch – be prepared! Satisfaction v. Loyalty

3.   Ensure that customers feel their interests are placed first  Make sure customer feels comfortable and at ease Customer Trust

4.   Rapport  Reassure  Relate The Three R’s Framework

5.   Provide an interpersonal encounter at every level  Online - superior Web functionality  Phone  Vendor Broad Framework

6.   Prioritize the complaint process  Customer Service  Work as a team  Visualize the Goal Discover What’s Missing