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4. All the opportunities that businesses have to connect with customers and reinforce their brand value.
7. The values and ideals that an organization encourages among its employees.
9. The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs).
10. Focused on customer needs and wants

1. Promotion for a business provided by customers who tell others of their satisfaction with the business.
2. Loyalty to a particular business.
3. All the activities a business engages in to interact with its customers.
5. Adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather than reacting to problems.
6. Polite behavior; good manners.
8. The customer's preference for a business; usually expressed in regular purchases from the business.
11. Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction.