Using the bestonline performer at each defection point, we constructed a best-case scenarioto see how high the potential conversion rate could be.

我们在每个失去顾客的点上用最好的线上表现，构造了最好的情况，来观察潜在的顾客转换率可以有多高。

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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；

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Vonage's customer defection rate has not changed for the last two years.

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This implies that the churn, or rate of defection, could have actually dropped or stabilized in recent months.

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