I can name my top 10 customers and understand their levels of spend, frequency, average $$ per transaction

I understand the importance of negative feedback and use it as a tool to improve performance, service and client expectations

We market new products, communication methods, services, solutions and innovations to our customers and prospects on a regular basis

We utilize social networking sites to connect with interested potential and existing customers (Facebook, Twitter, Digg, MySpace etc)

We use opt-in email marketing as a method for regular customer communication

Demographics are important to our business - they enable us to market more effectively with greater marketing ROI

Our customers and clients regularly recommend our services to other firms or individuals

Customer loyalty plays a large role in our repeat business

We have personal relationships and regular contact with our clients purchasing & account managers

We have incentives in place to encourage referral business from our existing customers