Everyone in business has been told that success is all about attracting and retaining (留住) customers. It sounds simple and achievable. But, , words of wisdom are soon forgotten. Once companies have attracted customers they often the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers tend to become carried away. They forget what they regard as the boring side of business— that the customer remains a customer.
to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the average company loses between 10 and 30 per cent of its customers every years. In constantly changing , this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.
Only now are organizations beginning to wake up to those lost opportunities and calculate the implications. Cutting down the number of customers a company loses can make a big in its performance. Research in the US found that a five per cent decrease in the number of defecting (流失的) customers led to increases of between 25 and 85 per cent.
In the US, Domino’s Pizza estimates that a regular customer is worth more than $5,000 over ten years. A customer who receives a poor quality product or service on their first visit and never returns, is losing the company thousands of dollars in profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to them”, says Adrian Payne of Cornfield University’ School of Management. “Research suggests that there is a close relationship between retaining customers and making profits. customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price , and may provide free word-of-mouth advertising. Retaining customers also makes it for competitors to enter a market or increase their share of a market.
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We always want what we cannot have.When we’re young，we want to stay out late，have romantic relationships and be____.However，when we’re____，we want to go back to being young and we____the days when we didn’t have to worry about complex love affairs，____pressure and money problems.
Young people believe adulthood____freedom from parents and schoolwork.When they get older，they feel that____is freedom from work pressure and family responsibilities.To____this feeling，people say，“The grass is always____on the other side of the fence.”
As____，we like to be like adults but as young adults，we ____to be young again.We think about staying out late and____our own money to spend.Suddenly，we see that love can result in ____hearts；staying out late makes it hard to get ready for____the next morning.We find out that adult life is not as____as we thought it would be and suddenly，____becomes very scary.
Life is____.It gives us time to____but also requires us to work.The time will come when we must grow up and we will always look back wishing we____being young a bit longer.That time will not come back.It is normal to want what we cannot have but the____is that to be happy is to appreciate what we have.That is the first step to grow up.____life becomes more complex，we will not regret the time we wasted wishing we were adults.
A．comfortable B．dependent C．polite D．independent
A．defeated B．older C．married D．confident
A．like B．forget C．miss D．regret
A．job B．study C．age D．health
A．creates B．shows C．limits D．means
A．adulthood B．childhood C．parenthood D．neighborhood
A．reduce B．Experience C．describe D．understand
A．thinner B．greener C．yellow D．colorful
A．researchers B．adults C．teenagers D．elders
A．decide B．wish C．return D．stop
A．making B．worrying about C．having D．showing off
A．healthy B．Ambitious C．excited D．broken
A．breakfast B．school C．work D．exercise
A．rich B．busy C．poor D．easy
A．love B．life C．career D．future
A．long B．fair C．short D．beautiful
A．study B．think C．live D．play
A．stopped B．imagined C．enjoyed D．tried
A．reason B．Result C．truth D．dream
A．When B．If C．Unless D．Before
My father was a self-taught mandolin（曼陀林琴）player. He could not read, but if he heard a tune several times, he could play it. Occasionally, he ______ play for the local radio station.
Dad loved playing the mandolin for his family. He knew we enjoyed his playing. If he could give ______ to others, he would, especially for his family. He was always ______ his time and efforts to making sure his family had enough in their life.
Later, I matured into a man and had my own children. Whenever coming home, I would ask Dad to play the mandolin, for nobody played the mandolin like him. He could ______ your soul with tunes coming out of that old mandolin. He seemed to ______ when playing, taking pride in his ability to play so well.
Unfortunately, in 1977. Dad was ______ in an accident, leaving his third finger of his left hand wounded seriously. ______ he didn’t lose enough of the finger where it would stop him picking up anything, it did affect his ______ to play the mandolin. After the accident, he was ______ to play and felt unable to play as well as before. Every time we asked him to play, he would make excuses. ______, we could persuade him and he would say “Okay. But I can’t hold down on the strings and play as well as before.” For the family it made no ______. When he played the old mandolin, it would carry us back to a cheerful, happier time.
In August 1993, Dad was ______ with serious disease. He chose not to receive any chemotherapy（化疗）treatments ______ he could live out his rest life in dignity(尊严). A week before his death, we asked Dad if he would play the mandolin for his family. First he made the usual ______ again but later said “Okay.”, ______ it was likely to be the last chance for us to hear him playing. He tuned up the old mandolin and played. ______, I found everyone in the family ______. We saw before us a quiet humble man with an inner ______ that lives with him in his life.
Dad would never play the mandolin for us again, but we still ______ the most valuable gift we gained from him, ______ he had done all his life, giving.
A．might B．should C．would D．must
A．pleasure B．advice C．help D．favor
A．applying B．paying C．attaching D．devoting
A．touch B．discover C．deliver D．possess
A．escape B．shine C．exist D．calm
A．included B．absorbed C．buried D．involved
A．Although B．If C．Whether D．Because
A．courage B．faith C．ability D．energy
A．desperate B．unwilling C．worthwhile D．sensitive
A．Eventually B．Suddenly C．Gradually D．Consequently
A．sense B．difference C．contact D．progress
A．combined B．burdened C．carried D．diagnosed
A．so that B．in case C．even if D．as though
A．plan B．apology C．reason D．excuse
A．promising B．noticing C．requesting D．knowing
A．Looking around B．Turning up C．Looking into D．Speeding up
A．happy B．tearful C．anxious D．delighted
A．preference B．advantage C．strength D．courage
A．treasure B．adopt C．consider D．approve
A．anything B．everything C．nothing D．something
My wife, Kathy and I moved with our two-year-old son, Nate, to a small native village in Alaska. The small three- and four-passenger plane we took so our little boy that he took his favorite blanket and covered his head until we on the small dirt landing strips. During the months that followed, my son carried his security everywhere. He couldn’t fall asleep until he had it.
The second year, I had a chance to guest speak in Seattle. While I was for the trip, my son followed me around the room. Fine-tuning my speech in my mind, I was a little distracted. My son seemed most about my having to fly out in bad weather on one of those small planes he so much. I reassured him that I would be .
When I got to the hotel in Seattle, I didn’t have time to until later that evening, and I was when I opened my luggage and found my son’ssecurity blanket inside. I my wife trying to find the lost blanket as she prepared our son for . I immediately to the phone to call Kathy.
When I began to explain that I had no idea how the blanket had been packed, Kathy me down with the news that she already knew where the blanket was.
She told me that she had held Nate by the window to let him me drive away from the house. She had suggested that they pray for “Daddy to have a safe .” Knowing that our son would be most the small plane ride, she prayed, “Dear Lord, please help Daddy feel on the little plane.” When the prayer was over, our son Nate his mom，“Don’t worry, Mom, I gave Daddy my blanket to keep him safe.”
A．attracted B．cheered C．impressed D．terrified
A．set about B．set down C．set in D．set out
A．plane B．books C．blanket D．prayer
A．packing B．reading C．writing D．discussing
A．curious B．excited C．worried D．confused
A．enjoyed B．feared C．prayed D．flew
A．fine B．happy C．hard-working D．easy
A．call B．rest C．unpack D．examine
A．shocked B．satisfied C．amused D．disappointed
A．thought B．pictured C．talked D．hated
A．gladly B．sincerely C．hurriedly D．desperately
A．food B．school C．bed D．work
A．asked B．rushed C．ordered D．walked
A．accidentally B．inaccurately C．deliberately D．casually
A．let B．calmed C．took D．blew
A．bless B．think C．watch D．check
A．speech B．hotel C．job D．trip
A．afraid of B．tired of C．worn out D．interested in
A．wonderful B．excellent C．safe D．great
A．annoyed B．answered C．pleased D．comforted
You had better learn to be grateful. If you are grateful, you naturally yourself up to receive all kinds of blessings and good things in life. You can receive almost everything you want . If you want recovery soon, start by feeling grateful that you are still . If it is more money that you want, start being grateful for whatever of money you already have.
You see, showing gratitude(感恩) is the key to every thing in life. It is the key to successful relationships, it is the key to successful futures and it is the key to healthier and happier lives. And this is where the importance of being grateful lies. , it makes life better.
One of my favorite is “If you learn to appreciate more of what you already have, you will find yourself having more to appreciate.” Think about that!
Something as as a “Thank you for being in my life” or “I having you here with me”, can go a long way. It will make the other person feel good, and it also will make you feel better!
So maybe your wife is not very around the house, but she’s great at cooking your favorite . Or, maybe your child milk all over your new shirt right before you walked out the door for work, but usually he makes you laugh so much and makes you the luckiest parent in the world.
I strongly you to make a promise to yourself for the next week. Decide to every morning and think of at least 5 things that you are for. Then say them out loud. You will notice a smile on your face without even . In 30 days you will feel completely renewed. This is the of being grateful!
A．open B．make C.stand Dtake
A．easily B．correctly C．truly D．clearly
A．lovely B．alive C．lively D．living
A．amount B．number C．kind D．plenty
A．terrible B．negative C．positive D．confusing
A．leading B．taking C．enjoying D．looking
A．Therefore B．Besides C．Anyway D．In a word
A．mottos B．rules C．habits D．word
A．pleasant B．wonderful C．short D．moving
A．want B．look forward to C．appreciate D．would like
A．for sure B．in general C．instead of D．in addition
A．vegetables B．dishes C．beef D．drinks
A．painted B．stopped C．spilled D．threw
A．become of B． feel like C．act as D．look like
A．persuade B．advise C．demand D．suggest
A．dress up B．make up C．get up D．wake up
A．grateful B．concerned C．anxious D．upset
A．pretending B．looking C．trying D．smiling
A．disadvantage B．power C．award D．consequences
Life is short . Are you doing what you love ? Are you living your passion ?
If not , why ? I am guessing most people will answer that with “ I have a mortgage（按揭）, and three kids to . ” In the real world people have responsibilities . They have to make . You aren’t supposed to be happy with your job but you do it because you have to .
To be frank , they are wrong . You can take of your responsibilities and also be happy with your job . We spend over 1/3 of our day , at least five days a week our jobs . This is a lot of time to be wasting on something we don’t , is it not ? Why not spend that time doing something you truly are about for 50 hours a week instead of something that lacks ?
Love What You Do. Do What You Love .
A．confusion B．call C．criticism D．question
A．care B．support C．grow D．keep
A．sacrifices B．complaints C．donations D．comments
A．notice B．pride C．care D．advantage
A．dealing B．performing C．realizing D．hunting
A．concern B．know C．enjoy D．achieve
A．certain B．skilled C．curious D．passionate
A．enthusiasm B．truth C．meaning D．use
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