Question 1
Regarding acts that get customers to interact with the company:
◦ it doesn't matter so much what they do so long as they begin to do something.
◦ can help them sample the company culture.
◦ can take the form of inviting them to begin filling out paperwork.
◦ All of the above.
Question 2
The "L" in the acronym LIFE stands for:
◦ labeling key vital behaviors.
◦ liabilities associated with poor service.
◦ limited services.
◦ little things.