Explain key factors in building and retaining a clientele.

Explanation should include

• the importance of customer loyalty
• consumer purchasing power
• factors that contribute to building and retaining clientele (e.g., word of mouth, reputation, product quality, sales follow-up)
• strategies to help manage clients in an e-commerce environment
• monitoring and managing online customer comments.

Process/Skill Questions:

• What are the advantages of building a client list? What resources are available for use in building a client list?
• Why does it cost less to retain a customer than to obtain a new one?
• What is the best way to use social media to build and retain a clientele?
• How should a business address negative customer comments on websites/social media?
• How should a business highlight positive customer comments on websites/social media?