{"id":53814,"plugin_id":"plugins_6ac5e934d1f88191b73fe472c16744ae","kind":"skill","collection_source":"plugin_package","comparison_source":null,"observed_at":"2026-10-24T13:55:10.105Z","digest":"c1e6e8c7b7fdb1f66c5dda06821da69f190f30406b16ddc7657c0a148509de66","against":null,"payload":{"description":"Design customer-experience, service recovery, feedback, retention, and referral processes only against real service readiness and appropriate consent.","included_files":[],"name":"customer-experience-retention","skill_md_contents":"---\nname: customer-experience-retention\ndescription: Design customer-experience, service recovery, feedback, retention, and referral processes only against real service readiness and appropriate consent.\n---\n# Customer Experience and Retention\n\nUse when a user is planning how customers are served, supported, retained, or invited to refer others. Keep proposed standards separate from measured outcomes.\n\n## Readiness gates\n\nBefore describing a process as operational, establish a real defined service or product, delivery owner, scope and limits, capacity, customer-contact permissions, privacy practices, and a way to handle exceptions. If these are absent, provide a conditional design with an explicit non-operational label.\n\n## Design sequence\n\n1. Map the customer's actual journey and identify evidence versus assumptions about expectations or friction.\n2. Define plain-language scope, commitments, handoffs, timing, changes, and customer choices.\n3. Document service standards that operators can perform and verify; standards are intentions until measured.\n4. Establish channels and ownership for questions, delays, complaints, incomplete delivery, refunds or remedies, safety concerns, and escalation/referral.\n5. Define feedback collection with a clear purpose, voluntary participation, minimal data, and permission for any quotation or publication.\n6. Consider retention only when a recurring need and consistent service capability are supported. Any reminders or follow-up require a valid basis and clear opt-out.\n7. Consider reviews or referrals only after a real customer relationship and delivered experience, using a voluntary request that does not imply an obligation or reward unless fully disclosed and permitted.\n8. Measure the process and customer outcomes separately; do not infer satisfaction from a completed workflow or referral from a request.\n\n## Standard output\n\nProvide the evidence status, journey map, standards and owners, exception handling, feedback/contact permissions, retention/referral prerequisites, measures, and unresolved risks. Do not claim safety, satisfaction, loyalty, or outcomes without relevant evidence.\n"},"changes":[],"summary":"First saved snapshot. No earlier version is available for comparison.","summary_kind":"deterministic","summary_metadata":{}}