Title: Explain the importance of the customer experience.
Course: Small Business Marketing (12161) > Section: Understanding Retail Operations

Explanation should include

- customer loyalty and retention
- word of mouth and referrals
- competitive advantage
- increased sales and revenue
- customer feedback and improvement
- brand loyalty
- adaptability and resilience
- enhanced employee satisfaction.

Process/Skill Questions:

- What are the main factors that contribute to a positive customer experience?
- How does a customer’s expectations influence their overall loyalty to a brand?
- Why is enhancing a brand image important for operating a retail business?
- Why does improving customer satisfaction lead to customer loyalty and repeat business?