Steps 11-14: Customer Service - Art and Science Applied
11. Customer Service
12. Customer Relationship Management (CRM)
13. Customer Loyalty / Winback
14. Creating a Lifetime Customer

Ford Motor Company conducted a study a few years back that yielded an interesting revelation. A person who is happy with their new car and/or the dealership will tell three friends. A person who is unhappy with their car and/or the dealership will tell eight friends. Let’s apply a little multi-level marketing (MLM) style math. Happy = three friends telling three friends telling three friends. Unhappy = eight friends telling eight friends telling eight friends. Take that up to, say, five “generations.” The happy story will be relayed to 234 people. The unhappy story will be relayed to 32,768. Which would you prefer?