O MANNY's

Win me!

• Find out what excites different customer segments, and create a value proposition to satisfy them.
• Get the customer to talk about your positive attributes to the right people, especially on social media.
• Be passionate about educating customers when you sell to them, and make installation and activation as smooth as possible. 

Delight me!

• Deliver an exciting product experience that makes you different from competitors in at least one area important to your customers. 
• Nobody likes receiving bills, but at least keep customers from complaining by providing bills that are clear and accurate.
• Be a champ about resolving issues. 
• Create pleasant and effective processes for upgrading, cross-selling, renewing and relocation services. 

Keep me!

• Let your high-value customers know they are your high-value customers—and shower them with rewards. 
• Know how to proactively detect when your customers are disappointed—and know how to change their minds. 
• When customers opt to cancel, have a plan for bringing them back (at least the ones you want to keep).

*Originally written by a different author