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1·Having a good prediction on customer's buying behavior is the key to many studying sections, such as customer lifetime valuation (CLV) and customer defection management.

对客户未来购买行为预测是客户终身价值评估、客户流失管理等研究领域的关键。

2·The important conclusions include: the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure;

重要的研究结论包括：第一，顾客向企业员工或管理层抱怨的比例非常低，顾客在遭遇服务失误后的流失率非常高；

3·Enterprises have to realize that 1% defection of a product equals 100% loss for the customer.

企业必须清楚地认识到，产品1%的缺陷，对于买到产品的消费者来说，就是100%的损失。

4·It can't be used to cheat customer by using it to cover the defection of food or to fabricate.

不得用来掩盖食品的缺陷或作为伪造手段，粗制滥造，欺骗消费者。