Execution Industry Loyalty Social Capital 
Harvard Business Review
FEBRUARY 1, 2013
At Level 3, you engage the customer emotionally, which strengthens loyalty and retention. At Level 4, you're helping customers build their social capital — that is, helping them to build and expand valuable support groups and communities. Firms like Microsoft are taking this up a notch, with industry councils.
Harvard Business Review
SEPTEMBER 23, 2015
What if C-suite executives valued caring for co-workers as much as clients? Corporations and LLCs are controlled by human beings with pulses, hearts, families, loyalties, and a preference for working with people they trust. Social capital also counts. This advice holds true at work as well. Employee retention.
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