At your company’s monthly marketing strategy meeting, vation and customer service. The article argued that these the director of customer satisfaction happily reports that commitments are paying off by citing as proof higher than 80 percent of customers are at least “satisfied” and half average contribution margins and growth in sales over the of those are “delighted” with the company’s products and past three years. Evaluate this evidence of a payoff from services. This is good news because delighted customers R&D and customer service expenditures.’ are much more likely to be repeat customers. The director