What do you and your team work for every day? Exactly: to make your customers satisfied and to keep them satisfied. There will undoubtedly be meetings and calls periodically about the progress of services and specifically about what could be improved in particular. By regularly emphasizing the customer experience through a customer satisfaction survey, both the positive points and directions for improvement can be identified. Or as we call it: via the double feedback loop. With that valuable information in hand, it is more effective to talk to the customer about the road to (even) better service. And possible cross-selling.