The Power of Two, Call Center Math

Customers don't always praise you in the Call Center world. Mostly they never call again, yet when they do the power of two can be immense.
On December 18th Customer A called and spoke with Agent X. Probably had a few questions, we're all comparison shopping these days.
And again on December 21st Customer A called back to place her order and spoke with Agent Y. The following Shift leader edited (for confidentiality) email hit our in-boxes not long after.

'I spoke with Customer A today. She placed an order with our very own Agent Y. She had the highest of praise for Agent Y. She said that Agent Y was polite and competent and was very impressed with her efficiency and customer service skills...'

And then this email...

'While I was speaking with Customer A (who sang wonderful praises for Agent Y) she said that she had spoken with Agent X on Friday, Dec. 18. She wanted to let me know that Agent X was also professional, pleasant, and efficient. She said that because she had received the highest quality service from not one, but two of our agents she would be purchasing of all of her products from [us] for a long time to come!! Thank you, Agent X for always being pleasant and professional. Your excellent customer service skills are greatly appreciated!'

So if Agent Y x Agent X= Customer A for life, then perhaps Agent Y x Agent X x Customer A= Customers B, C, D, E, F, and G?

We call these Accolades, and for customer acquisition, satisfaction, and retention it's like the "new" math only better!