Hey, let’s talk about Venice. If you have ever been there you will know how interesting it is to watch how the Gondoliers navigate around each other, around Vaporettos (bus boats) and around boat taxis, and they never crash or dump tourists into the not-so-clean canals of Venice. How do they do it? Well, firstly, they are expert navigators, but that’s not enough to keep tourists standing in line to pay big bucks for a ride! The best Gondoliers know, that of course the ride must be spectacular, but it is the customer service and “fun” that will make or break this once-in-a-lifetime experience. Customer service is often the deciding factor for consumers when selecting one business over another. In this module, we will talk about Venice, and use it as examples of good and bad customers service as well as explain the importance of knowing your LVC (Lifetime Value of Customers).