Sort service moments by loyalty risk

Sort each customer moment by loyalty signal. Promoter opportunity Passive drift Detractor risk Customer returns to say the staff pick was perfect for her trip Parent thanks the store for finding a last-minute school title Book club organizer asks whether the store can host next month Gift customer says 'I'll think about it' after a vague recommendation Browser cannot find the local interest shelf but leaves without complaint Cafe customer waits longer than expected but receives a neutral apology Preorder promised yesterday is not ready for a birthday dinner Customer is told to check online after staff cannot find a…

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