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Interesting:http://www.qualitydigest.com/magazine/2000/sep/article/measuring-and-managing-customer-satisfaction.html “The gulf between satisfied customers and completely satisfied customers can swallow a business.” —Harvard Business Review, November/December 1995As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction.
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