Transcription: Here's a little bit more sophisticated picture of the process. In this figure, satisfaction is a function of the value that's created and delivered to the customers. So if you create more value, satisfaction will grow. At the same time as you create and provide more value to your customers, it's more likely that they will buy more from you and recommend you to others. This could lead to an increase in revenues. If the increase in revenue exceeds the cost of creating creating and delivering this additional value, then your profitability will go up.
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