在企业经营中，谁都希望客户比现在更加忠诚。但不幸的是客户通常总是没有多少理由要对提供一种产品或服务的待定卖主保持忠诚。在过剩经济时代，在所提供的产品并没有太大差别的情况下，如果客户得到的服务不足以克服价格上的差异，想要面对众多选择的客户保持忠诚是不可能的 In business, no one wants customers to be more loyal than they are now. Unfortunately, customers often do not always have much reason to remain loyal to the pending vendor who offers a product or service. In the era of excess economy, where the offerings do not differ much, it is impossible for customers who want to face many choices if the services they receive are not enough to overcome price differences