Everyone in business has been told that success is all about attracting and retaining(留住) customers. It sounds simple and achievable. But,   41    , words of wisdom are soon forgotten. Once companies have attracted customers they often    42    the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers     43     become carried away. They forget what they regard as the boring side of business---    44    that the customer remains a customer.
     45    to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the    46      company loses between 10 and 30 percent of its customers every year. In constantly changing    47     , 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 these lost opportunities and calculate the   48   implications.     49     the number of customers a company loses can make a big    50   in its performance. Research in the US found that a five percent decrease in the number of defecting(流失的) customers led to    51    increases of between 25 and 85 percent.
In the US, Domino’s Pizza estimates that a regular customer is     52     more than five thousand dollars over ten years. A customer who receives a poor quality product or     53     on their first visit and    54      never returns, is losing the company thousands of dollars in   55     profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer   56     is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to     57   them”, says Adrian Payne of Cornfield University’s School of Management. “Research suggests that there is a close relationship between retaining customers and making profits.     58      customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price    59    , and may provide free word-of-mouth advertising. Retaining customers also makes it   60   for competitors to enter a market or increase their share of a market.”

A．in particular B．in reality C．at least D．first of all

A．emphasize B．doubt C．overlook D．believe

A．tend to B．contribute to C．appeal to D．devote to

A．denying B．ensuring C．arguing D．proving

A．Moving B．Hoping C．Starting D．Failing

A．average B．ordinary C．normal D．usual

A．markets B．tastes C．prices D．expenses

A．cultural B．social C．financial D．economical

A．Cutting up B．Cutting through C．Cutting in D．Cutting down

A．promise B．plan C．mistake D．difference

A．cost B．opportunity C．profit D．budget

A．worthy B．worth C．value D．price

A．service B．delivery C．order D．promotion

A．as a result B．on the whole C．in conclusion D．on the contrary

A．huge B．potential C．extra D．reasonable

A．beliefs B．loyalty C．interest D．habits

A．altering B．understanding C．keeping D．attracting

A．Established B．Assumed C．Respected D．Unexpected

A．Sensitive B．friendly C．flexible D．agreeable

A．unfair B．convenient C．difficult D．essential

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