1. erosion = gradual destruction
2. fickle = ( of a person ) often changing their mind in an unreasonable way so that you cannot rely on them
3. ungrateful = not showing or expressing thanks for some sth. that sb. has done for you or given to you
4. established = existing for a long time
6. prospects = people who could become customer
7. compensate = pay someone money because something is lost or damaged
8. nil = nothing or zero
9. flawless = perfect
10. conducted = carried out
11. word-of-mouth = comments customer make to each other infoemally
12. resolve = find a solution
13. reciprocal = having benefits for two groups-customer and company
14. shape = influence how something develops
15. brand value = how much a brand is worth in terms of income, reputation. etc.
16. valued = considered importand
17. valusble = worth a lot