It is said nowadays that whether one buys a cup of coffee, a house or a car the decision of purchasing has to be emotional. More importantly it is a crucial factor in customer retention and loyalty. Customer satisfaction is the underpinning factor in customer experience. Customers should feel good in doing business with the product or the service you provide. Discover maintaining customer relations and why it is important: * Understanding your customer * How to calculate customer lifetime value * How to get your customers to say Wow * How to deal with difficult customers * Introducing the seven deadly sins of customer service * Choosing a CRM program And so much more