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
Answer: e. capturing customer lifetime value
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Principles of Marketing
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