顾客流失率

提高顾客满意度，培养忠诚顾客，降低顾客流失率已成为我国销售企业在激烈市场环境中稳步发展的一个重要途径。

Improving customer satisfaction , fostering customer loyalty and reducing the customer churn rate are the most important ways to develop steadily for Chinese retail enterprise in drastic market environment .

然而银行业间同质化的竞争趋势越来越明显，在这种情形下，银行要保留住顾客，降低顾客的流失率，培养顾客忠诚，就应该加强顾客和银行之间的关系联结。

However , the trend of homogenization competition among banks becomes more and more obvious . In such circumstance , in order to retain customers , reduce the rate of customer turnover and gain customer loyalty , banks should enhance the relationship tie between customers and banks .

提高顾客满意度、培育顾客忠诚度、降低顾客流失率，是零售企业在激烈竞争的市场环境中稳步发展的重要途径。

Improving customer satisfaction , fostering customer loyalty and reducing the customer loss rate , are one of the most important ways that the retailers develops steadily in the intensely competitive market environment .

因此拥有长期忠诚顾客的企业比拥有高市场占有率但顾客流失率高的企业更具有竞争优势。

Therefore , the enterprises which have long-term loyal customers can gain more advantages over the enterprises which have both high market share and high customer draining rate .

搞清楚顾客抱怨的原因、行为特点以及导致的后果，有助于企业通过设计与执行顾客保留策略以及进行服务失败修补，降低顾客流失率，提高顾客忠诚度。

The results of research on the reasons , characteristics , and consequences of CCB would benefit marketers to reduce the rate of customer exit and to increase customer loyalty by formulating better strategies of customer retention and repairing service failure .