1. Why should your retention strategy be selective, offering different levels of rewards to customers of different value? What criteria should you use to evaluate the value of a customer?

2. What content can you provide current customers to add value their buying experience?

3. Customer Experience: How can you identify and eliminate service hassle points?

4. Give an example of each of these tactics for retention.

Barrier	Tactics
Financial Bonds
Social Bonds
Operational Bonds