...其并指出顾客保持度(customer retention) 和顾客占有率(share of customer) 亦为忠诚的基本要件，而顾客流失(customer defection) 亦为一个值得重视的议题。
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...整体满意度将会增加病人忠诚度54％~77％；Jones & Sasser (1995) 的研究中指出，企业每降低顾客流失率 (customer defection rate) 的5%，将可为企业提高25%到85%的利润，而开发新顾客的成本远超过维系 旧顾客的支出，差距估计达六倍至九倍之多 (Peppers &...
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The survey results show that the main reason for customer defection is the adjustment of charge policy of mobile communication companies and its competitors. Customers decide to leave the original network when they meet more appropriate scheme.
调查发现,客户离网的主要原因是由于移动公司及其竞争对手资费政策的调整造成的,客户在遇到更合适的资费方案后而选择离网。
参考来源 - W移动通信公司客户离网研究·2,447,543篇论文数据，部分数据来源于NoteExpress
Having a good prediction on customer's buying behavior is the key to many studying sections, such as customer lifetime valuation (CLV) and customer defection management.
对客户未来购买行为预测是客户终身价值评估、客户流失管理等研究领域的关键。
The important conclusions include: the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure;
重要的研究结论包括：第一，顾客向企业员工或管理层抱怨的比例非常低，顾客在遭遇服务失误后的流失率非常高；
Enterprises have to realize that 1% defection of a product equals 100% loss for the customer.
企业必须清楚地认识到，产品1%的缺陷，对于买到产品的消费者来说，就是100%的损失。
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