The research shows that, in most cases, the profit expectation of customers is directly proportional to their stay time. Losing a mature customer is quite different from winning a new one in economic benefits. Harvard scholars take the U.S. market as the research object, and find that in the automotive service industry, it takes at least three new customers to fill the profit hole generated by losing an old customer. At the same time, the cost and energy of serving a new customer is much greater than that of serving an old customer because of the familiarity and trust with the old customer.
