Transcription: Well, the reason of course is that it takes time. Although customers are quick to notice an improvement in your performance, they're probably not going to change their behavior unless or until they're convinced that the change in your performance is a permanent one. If in the long run you're able to keep up a high level of performance, that is you're able to meet and exceed their expectations, then you'll probably find that customers will purchase more from you, provided of course that the competitors are not providing the same level of performance. This increase in sales in turn ought to lead ...
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