Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff! Bite-Sized Delight from the Episode: How alternative swear words can cut the tension and keep your brand human during tough situations. Why going above and beyond will always pay off when it comes to customer loyalty. The transition from sales to customer retention sets the tone for your relationship... handle them with care! Are You Looking for Things We Referenced? Reach for these words when #@$&! won't do by Eric Zorn Customer Service Reminder: Don't Drop The Ball On The Handoffs by Micah Solomon Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!