I'm surprised it took the business world so long to realize the importance of customer retention. I've been wowed by companies trying to get my business and equally dismayed at their lack of attention when I need service as a long time customer. I think, though, that customer service and retention is inherent in a business. They either focus attentions there, or they don't. And if they don't, they probably won't ever fully understand the concept.
Commenting by HaloScan
