| A | B |
|---|
| Corporate culture | The values and ideals that an organization encourages among its employees |
| Courtesy | Polite behavior; good manners |
| Customer loyalty | The customer's preference for a business; usually expressed in regular purchases from the business |
| Customer relations | All the activities a business engages in to interact with its customers |
| Customer service | Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction |
| Customer-centric | Focused on customer needs and wants |
| Internal customers | The people (i.e. |
| Patronage | Loyalty to a particular business |
| Proactive | Adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather than reacting to problems |
| Productivity | The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs) |
| Touchpoints | All the opportunities that businesses have to connect with customers and reinforce their brand value |
| Word-of-mouth promotion | Promotion for a business provided by customers who tell others of their satisfaction with the business |
