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毕业论文外文翻译--客户留住了,忠诚度就留住了外文文献翻译-中英文对照翻译

毕业论文外文翻译--客户留住了,忠诚度就留住了外文文献翻译-中英文对照翻译

中文4570字

标题:Customer Retention Is Not Enough

原文:company how likely customers are to defect; mobile-phone customers, for instance, continually switch providers because of customer service problems. But satisfaction alone doesn't tell a company what makes customers loyal: the product or the difficulty of finding a replacement, for example. Nor does gauging satisfaction levels tell a company how susceptible its customers are to changing their spending patterns—variations that more often come about as a result of changes in their lives, in the company's offer, or in its competitors' offers. Understanding the other drivers of loyalty; our research showed, is crucial to having an influence on migration.

By learning to understand why customers exhibit different degrees of loyalty, and combining that knowledge with data on current spending patterns, companies can develop loyalty profiles that define and quantify six customer segments (Exhibit 2). Three of them can be viewed as loyalists; that is, they are maintaining or increasing their expenditures. These customers are loyal because they are emotionally

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