win-keep-customerslisted

# Win and Keep Customers The customer layer: how people find you, choose you, pay you, and come back. ## What this skill manages ### Positioning - Positioning statement (one sentence: for [who] who [need], [business] is the [category] that [differentiation]) - Competitive positioning map (where you sit vs alternatives) - Brand voice (warm/formal/playful — consistent across all surfaces) ### Local presence - Google Business Profile setup and optimization - Local SEO (categories, keywords, photos, hours accuracy) - Review generation (ask at the right moment, make it easy) - Review response (HEART: Hear, Empathize, Apologize, Respond, Thank) ### Lead handling - Lead capture (where do prospects come from? phone, walk-in, referral, online) - Lead triage (hot/warm/cold — response time targets) - Lead-to-customer conversion tracking ### Campaigns - Launch campaign (grand opening / announcement sequence) - Ongoing marketing calendar (seasonal, community, promotional) - Cross-promotion (partner businesses, community organizations) - Email list building + newsletter cadence ### Retention - Customer lifetime value calculation - Loyalty program design (punch card, app, membership) - Win-back campaigns (haven't seen you in 30/60/90 days) - Community building (events, programming, belonging) ### Reputation - Review monitoring and response - Complaint handling (the service recovery paradox) - Net promoter tracking (would you recommend us?) ## Key outputs - Positioning statement + b