Everyone in business has been told that success is all about attracting and retaining (留住) customers. It sounds simple and achievable. But, 1 , words of wisdom are soon forgotten. Once companies have attracted customers they often 2 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— 3 that the customer remains a customer.
