Natalie should engage in Processing requests for rush deliveries willingly if she wants to convert her customers into highly committed lifetime customers.
It is very important to maintain a good relationship with the customers of any business and extend their relationship long term so that it can benefit the business at long run. It is very difficult for any company to gain new customer because it involves lot of cost associated with the process.
The cost that is incurred in maintaining a good relationship with a older customer is lesser when compared to the cost associated with the gaining of new customers. Thus customer retention plays a major role in this. In the given example,Natalie works as salesperson for a company that produces office supplies. If Natalie wishes converting her customers into highly committed lifetime customers he should engage in Processing requests for rush deliveries willingly.
