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承诺,是所有商业活动的灵魂。商家的承诺,以及在承诺之下的行动,与客户体验融为一体的时候,满意和忠诚才会滋生。这种承诺,在经济学上叫做“可信承诺”。
Commitment is the soul of all business activities. When the promise of the business and the actions under the promise are integrated with the customer experience, satisfaction and loyalty will breed. This commitment is called “credible commitment” in economics.