但现在她正在失去顾客以及收入，并且正痛苦于适得其反的决定。
But today it is losing customers and revenue, and smarting from decisions that backfired.
为了证明最后一点的正确性，作者忽略了关键的相反情况——零售商开始失去顾客的那一刻。
Tohelp get this last part right, the authors isolate key defection points - critical moments when retailers are apt to lose customers.
一旦一个网络使用者打开了我们的游戏，我们只有五秒钟的时间去说服他，否则我们就将失去那个顾客。
We only have 5 seconds to engage a user once they open our game otherwise we lose that customer,” Catelnuovo wrote in an e-mailed response.
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