Introduction: Understanding the Importance of Effective Sales Strategies

Are you struggling to achieve your revenue goals? Do you feel like your sales team is not performing up to its potential? If so, you are not alone. Many businesses face challenges in developing and implementing effective sales strategies that can help them achieve their revenue targets.

In this blog post, we will explore the importance of having effective sales strategies and how they can impact your business's bottom line. We will also provide actionable tips and best practices that you can implement to improve your sales performance and achieve your revenue goals.

Why Effective Sales Strategies are Important

Effective sales strategies play a vital role in the success of your business. Without a well-defined and executed sales strategy, your business may struggle to generate revenue, acquire new customers, and retain existing ones. Here are some key reasons why effective sales strategies are important:

• They help you identify and target the right customers


• They help you differentiate your products or services from your competitors


• They help you build and maintain strong customer relationships


• They help you overcome objections and close deals

How This Blog Post Can Help You Achieve Your Revenue Goals

In this blog post, we will provide you with practical tips and best practices for developing and implementing effective sales strategies. By following these tips, you can:

• Identify your target customers and understand their needs and pain points


• Create a compelling value proposition that differentiates your products or services


• Develop a sales process that helps you build strong customer relationships and close deals


• Measure and analyze your sales performance to identify areas for improvement

At the end of this blog post, you will have a better understanding of the importance of effective sales strategies and the steps you can take to improve your sales performance and achieve your revenue goals.

Section 1: Creating Urgency

Creating urgency can be a powerful tool to increase sales for your business. By giving customers a sense of scarcity or exclusivity, they are more likely to take action and make a purchase. Here are some examples of how creating urgency through limited time offers, quantity limitations, or special deals can boost your sales:

1. Limited Time Offers

By setting a deadline for a promotion or sale, you create a sense of urgency for customers to act quickly before the offer ends. This can lead to increased sales and revenue in a short period of time. For example, offering a discount for the first 50 customers who make a purchase can incentivize customers to buy sooner rather than later.

2. Quantity Limitations

Another way to create urgency is by limiting the quantity of a product available. This can create a fear of missing out (FOMO) and encourage customers to buy before the product sells out. For example, offering a limited edition product with only a certain number available can create excitement and urgency among customers.

3. Special Deals

Special deals can also help create a sense of urgency for customers. For example, offering a bundle deal where customers can save money by purchasing multiple products together can incentivize them to buy sooner rather than later. Or, offering a free gift with purchase for a limited time can encourage customers to buy before the offer ends.

• Overall, creating urgency is a powerful tool to increase sales and revenue for your business. Whether through limited time offers, quantity limitations, or special deals, giving customers a reason to act quickly can help boost your bottom line.

Section 2: Leveraging Customer Feedback

Customer feedback can be a valuable tool for sales success. When used correctly, customer feedback can help businesses identify areas for improvement, make more informed decisions, and increase customer loyalty. In this section, we will discuss the importance of customer feedback for sales success and provide examples of businesses that have successfully leveraged customer feedback to increase sales.

The Importance of Customer Feedback for Sales Success

Customer feedback is crucial for sales success for several reasons:

• Identify pain points: Customer feedback can help businesses identify areas where customers are experiencing difficulties or frustrations with their products or services. This feedback can then be used to make improvements that address these pain points, ultimately resulting in happier customers and increased sales.


• Make informed decisions: Customer feedback can provide businesses with valuable insights into the needs and wants of their customers. This information can be used to make more informed decisions about product development, marketing campaigns, and other aspects of the business that impact sales.


• Increase customer loyalty: By actively soliciting and responding to customer feedback, businesses can demonstrate that they value their customers' opinions and are committed to providing the best possible experience. This can help increase customer loyalty and drive repeat sales.

Examples of Businesses Successfully Leveraging Customer Feedback

There are many businesses that have successfully leveraged customer feedback to increase sales. Here are a few examples:

• Zappos: Zappos, an online shoe and clothing retailer, is known for its exceptional customer service. One way the company achieves this is by actively soliciting customer feedback and using that feedback to make improvements. For example, Zappos introduced a chat feature on its website based on customer feedback, which has helped increase sales by providing customers with a more personalized shopping experience.


• Apple: Apple is known for its sleek, user-friendly products. One way the company achieves this is by soliciting customer feedback and using it to inform product development. For example, Apple introduced a larger iPhone in response to customer demand for a bigger screen, which helped increase sales.


• HubSpot: HubSpot, a marketing software company, is committed to providing the best possible experience for its customers. One way the company achieves this is by actively soliciting customer feedback and using that feedback to make improvements. For example, HubSpot introduced a new reporting dashboard based on customer feedback, which has helped increase sales by providing customers with more actionable insights.

Overall, leveraging customer feedback can be a powerful tool for increasing sales and improving customer satisfaction. By actively seeking out and responding to customer feedback, businesses can make more informed decisions, address pain points, and ultimately drive revenue growth.

Section 3: Cross-selling and upselling strategies

Cross-selling and upselling are two effective techniques for businesses to increase revenue and profits. By offering related or additional products to customers, businesses can boost sales, enhance customer satisfaction, and improve customer lifetime value. Here are some effective up-selling and cross-selling strategies:

1. Bundle Products

One of the most effective ways to upsell is to bundle products together. This strategy shows customers how purchasing additional products can help them solve a problem or improve their experience. For example, fast-food chains bundle meals with sides and drinks to encourage customers to spend more.

2. Use Social Proof

Social proof is a powerful psychological phenomenon that can be used to increase sales. When customers see that others have purchased additional items, they are more likely to do the same. For example, Amazon's 'customers who bought this also bought' feature is a popular way to cross-sell products.

3. Offer Personalized Product Recommendations

Providing customers with personalized recommendations based on their purchase history is a great way to encourage them to buy additional products. For instance, Netflix's personalized recommendations feature suggests movies and shows based on viewing history and ratings.

4. Provide Special Offers

Offering special deals and discounts is another effective way to encourage customers to buy more products. For instance, a customer buying a laptop may be offered a discount on software if purchased together with the laptop.

5. Train Sales Staff

Training sales staff on the benefits and features of related products can help them to recommend products that customers may not have otherwise considered. For example, a cosmetics company could train its staff to suggest a particular makeup brush to customers who purchase related products.

6. Use Email Marketing

Email marketing is a great way to upsell and cross-sell products to existing customers. By sending personalized and targeted emails based on customer history, businesses can encourage customers to make additional purchases. For instance, an online retailer could send an email recommending related products to customers who recently made a purchase.

Implementing these cross-selling and up-selling strategies can help businesses to increase revenue and improve customer satisfaction. By providing customers with valuable and relevant products, businesses can establish stronger relationships with them and create long-term loyalty.

Section 4: Host Exclusive Events

Hosting events can be an effective way to boost sales and build brand awareness. Whether they are virtual or in-person, events provide an opportunity to connect with customers, generate leads, and showcase your products or services. Here are some benefits of hosting events:

• Build Relationships: Events offer a unique opportunity to connect with customers and build relationships. By interacting with customers on a personal level, you can gain valuable insights into their needs and preferences, which can help you tailor your sales messages and improve your products or services.


• Showcase Your Products or Services: Events provide an opportunity to showcase your products or services to a captive audience. By giving customers a hands-on experience with your products or services, you can generate interest and excitement, and increase the likelihood of making a sale.


• Generate Leads: Events can be an effective way to generate leads and build your customer base. By collecting contact information from attendees, you can follow up with them after the event and nurture them through the sales funnel.


• Improve Brand Awareness: Hosting events can help increase brand awareness and establish your company as a thought leader in your industry. By providing valuable information and insights, you can position your company as a trusted authority and build trust with potential customers.

There are many examples of companies that have successfully leveraged events to boost sales. For example, Salesforce hosts its annual Dreamforce event, which attracts tens of thousands of attendees and generates millions of dollars in revenue. HubSpot hosts its INBOUND conference, which has become one of the largest marketing events in the world.

Whether you host a virtual or in-person event, it’s important to plan carefully and create a memorable experience for attendees. By providing value and building relationships, you can turn attendees into loyal customers and drive sales for your business.

Section 5: Creating Value for Customers

Creating value for customers is the cornerstone of a successful business. Customers who feel valued are more likely to become loyal customers and advocates for your brand. In this section, we will provide examples of successful businesses that prioritize creating value for their customers and discuss what they do that makes the customer feel valued.

Examples of Businesses that Prioritize Creating Value for Their Customers

• Zappos - Known for their exceptional customer service, Zappos goes above and beyond to make their customers happy. They offer free shipping and returns, a 365-day return policy, and a 24/7 customer service team that is empowered to solve customer problems.



• Patagonia - This outdoor clothing company not only produces high-quality products, but they also prioritize environmental sustainability. Their customers can trust that their purchase is not only benefiting them but the planet as well.



• Nordstrom - Like Zappos, Nordstrom is known for their exceptional customer service. They offer free shipping and returns, personalized styling options, and a loyalty program that rewards customers for their purchases.

What Successful Businesses Do to Make Their Customers Feel Valued

Successful businesses that prioritize creating value for their customers do several things to make their customers feel valued. These include:

• Listening to customer feedback and making changes based on customer needs.


• Offering exceptional customer service that goes above and beyond customer expectations.


• Providing high-quality products or services that meet or exceed customer expectations.


• Personalizing the customer experience, whether it's through customized products or personalized recommendations.


• Going beyond the transactional relationship and creating a community around the brand.

By prioritizing these things, businesses are able to create a strong relationship with their customers that leads to customer loyalty and advocacy.

Section 6: The Importance of Storytelling in Sales

Learning how to tell stories in sales can have a significant impact on customer retention and revenue. Storytelling allows sales reps to connect with their prospects on an emotional level and make their products or services more memorable. In this section, we will discuss the importance of storytelling in sales and highlight companies that have effectively used storytelling to drive sales.

Why Storytelling Matters in Sales

Storytelling is an effective way to engage prospects and customers because it taps into their emotions. Stories have the power to create a memorable experience for the listener, which makes it more likely that they will remember the message being conveyed. Additionally, stories can help build a connection between the sales rep and the prospect, which can lead to better customer retention in the long run.

• Stories can simplify complex products or services by presenting them in relatable terms


• Stories can make a brand more relatable and likeable to customers


• Stories can create a sense of urgency and encourage prospects to take action

Examples of Companies That Use Storytelling in Sales

Many companies have effectively used storytelling to enhance their sales efforts. Here are a few examples:

• Apple's iPhone 11 Pro Ad Campaign: Apple's recent ad campaign for the iPhone 11 Pro focuses on the phone's camera capabilities. The ads use striking visuals and compelling narration to highlight what the phone can do, making it more desirable to potential buyers.


• Fabletics' Success Story: Fabletics, the activewear company co-founded by Kate Hudson, has used its success story to connect with customers. By sharing how the company got started and its mission to make activewear more accessible, Fabletics has built a loyal following of customers who appreciate the brand's values.


• Airbnb's Community Stories: Airbnb has built its brand by telling stories about the unique experiences that its users can have while staying in an Airbnb property. By sharing authentic user-generated content on its website and social media channels, Airbnb has created a sense of community among its customers.

These companies demonstrate that storytelling can be a powerful tool in sales. By creating a connection with customers and presenting information in a memorable way, storytelling can help increase revenue and improve customer retention.

Section 7: Referral Programs

A referral program is a strategy that incentivizes existing customers to refer new customers to a business. When a customer refers someone they know, they become an advocate for the brand, which can have a significant impact on customer acquisition and retention. This section will explore the benefits of referral programs, successful referral program examples, and how to create a referral program that enhances brand credibility.

Benefits of Referral Programs

• Enhances brand credibility: Referral programs give your brand credibility because people are more likely to trust recommendations from friends and family. When a happy customer recommends your brand, it tells potential customers that your business is trustworthy and provides value.


• Customer acquisition: Referral programs can increase customer acquisition. Your existing customers are your biggest advocates and can help introduce your brand to new customers who may not have heard about your business otherwise.


• Customer retention: Referral programs can also increase customer retention. When you reward customers for referring new customers, they are more likely to continue doing business with your brand, fostering a sense of loyalty.

Successful Referral Program Examples

There are many successful referral programs across various industries. Some examples include:

• Dropbox: Dropbox is a cloud storage service that provides customers with additional storage when they refer new customers. This program was so successful that Dropbox's referral program accounted for 35% of all new sign-ups.


• Uber: Uber offers ride credits to both the referrer and the new customer when they use a referral code. This incentive encourages existing customers to refer new customers and vice versa.


• Amazon Prime: Amazon Prime gives current subscribers $15 in Amazon credit for referring new customers. This program has been successful in increasing Amazon Prime membership.

Creating a Successful Referral Program

To create a successful referral program, you need to:

• Define clear incentives: To entice customers to refer others, you need to offer rewards that are valuable to them.


• Promote your referral program: Your customers can't refer new customers if they don't know your referral program exists. Make sure you promote your program across all channels.


• Simplify the referral process: Make the referral process as easy as possible for your customers. Provide them with pre-populated messages or emails they can send to their contacts.


• Track and analyze your results: Tracking your referral program's success can help you determine which incentives work best and how you can improve your program in the future.

By following these steps and implementing a well-designed referral program, you can leverage your current customers to acquire new ones and enhance customer loyalty.

Section 8: Digitalize your sales process

The Importance of merging tech and sales

• Improved customer experience


• Increased efficiency and productivity


• Better data collection and analysis


• Enhanced communication and collaboration


• Reduced costs and better ROI

Examples of companies that use digital tools to succeed in selling

• Salesforce: One of the most popular CRMs used by organizations of all sizes, Salesforce helps businesses streamline their sales operations.


• HubSpot: A comprehensive inbound marketing and sales platform that assists businesses in creating targeted campaigns and analyzing their results.


• ExactBuyer: Provides real-time contact and company data and audience intelligence solutions that help businesses build more targeted audiences, find new accounts in their territory, and identify their next top hires. Their AI-powered search saves time for sales teams by providing relevant leads that fit their requirements.


• Northbeam: A SaaS company that provides user behavior analytics for businesses, allowing them to personalize their customer's buying journey and nurturing relationships with customers in the digital space.

Section 9: Lead Generation

Lead generation is the process of identifying and attracting potential customers for your business. This process is crucial for sales growth as it helps businesses to identify and reach out to prospects who are likely to convert into paying customers. Effective lead generation strategies can help businesses increase their sales and revenue.

Using AI to Qualify Leads

Artificial intelligence (AI) has become a popular tool for lead generation. AI can help businesses to identify and qualify leads more efficiently and accurately. By analyzing data from various sources, AI-powered tools can identify patterns and behaviors that indicate a lead's interest in a product or service. This information can then be used to prioritize leads and focus sales efforts on those that are most likely to convert into paying customers.

Successful Examples

There are many successful examples of businesses using AI to improve their lead generation efforts. For instance, ExactBuyer provides real-time contact and company data solutions that help businesses build more targeted audiences. Through their AI-powered search tool, businesses can get related contacts or companies by just typing in a sentence. As a result of using ExactBuyer, companies such as Brex, Gorgias, Ramp, and Northbeam have seen significant improvements in their booked demos, qualified deals, positive replies, and list building times.

Other Lead Generation Strategies

• Content Marketing: Creating valuable, relevant, and consistent content can attract potential customers and help businesses to establish themselves as thought leaders in their industry.


• Social Media: Social media platforms such as LinkedIn, Facebook, and Twitter provide businesses with opportunities to reach out to prospects and build relationships with them.


• Email Marketing: Sending personalized and targeted emails can help businesses to stay top-of-mind with prospects and nurture them throughout the sales funnel.


• Referral Marketing: Encouraging satisfied customers to refer others to your business can be an effective way to generate new leads.

By implementing a combination of these strategies and utilizing AI-powered tools, businesses can optimize their lead generation efforts and ultimately boost their sales and revenue.

Section 10: Establish strategic partnerships

Establishing strategic partnerships is crucial for businesses looking to increase their revenue and grow their customer base. A strategic partnership is formed when two or more companies collaborate to achieve a common goal by sharing their expertise, resources, and networks.

There are various benefits of strategic partnerships, including:

• Increased market penetration: By partnering with another company, businesses can expand their reach into new markets and tap into new customer segments that they may not have been able to reach on their own.


• Cost savings: By sharing resources and expertise, companies can reduce their operational costs and improve their bottom line.


• Increased brand awareness: Through partnerships, companies can leverage each other's brand and marketing efforts to raise their profile and increase their visibility among their target audience.


• Access to new technology and innovation: By partnering with tech startups and innovative companies, businesses can access new technologies and ideas that can help them stay competitive.

The importance of establishing strategic partnerships

For businesses looking to achieve growth and success, establishing partnerships can help them:

• Access new markets and customers


• Reduce costs by sharing resources and expertise


• Access new technology and innovation


• Position themselves as industry leaders


• Increase their revenue and profitability


• Strengthen their brand and reputation

Creating synergy to increase revenue

Creating synergy is a key objective in establishing strategic partnerships. By combining the strengths and capabilities of each partner, businesses can achieve more than they could on their own. To create synergy, businesses should:

• Identify their strengths and weaknesses


• Identify areas where they complement each other


• Create a shared vision and goals


• Communicate openly and frequently


• Create a plan with clear roles and responsibilities


• Monitor progress and evaluate the partnership regularly

Successful partnerships in various industries

There are many examples of successful partnerships across various industries. One example is the partnership between Nike and Apple, which resulted in the creation of the Nike+ iPod Sports Kit. Another example is the partnership between Starbucks and Spotify, which allowed customers to stream music from the Starbucks app while in-store.

Successful partnerships can also be found in the pharmaceutical industry, where companies collaborate on research and development to accelerate the delivery of new drugs to market. In addition, many technology companies partner with startups to gain access to new technology and innovation.

Section 11: Influencer Marketing

In today's digital age, influencer marketing has become an increasingly popular strategy for businesses to reach new audiences, enhance their credibility and boost sales. The concept of influencer marketing involves partnering with popular social media personalities, bloggers, or industry experts who have a significant following on their platforms to promote a brand or product.

How Influencer Marketing Can Help Reach New Audiences

Influencer marketing can help businesses reach new audiences by leveraging the influencers' existing following and credibility, which can improve brand awareness and expand the reach of your brand's message. When an influencer promotes your product or service, it introduces your brand to their followers, who may not have been previously exposed to your offerings. This can help grow your brand's audience and increase your customer base.

How Influencer Marketing Can Enhance Credibility

Influencer marketing can also help improve your brand's credibility. Partnering with influencers who have established themselves as experts in your industry can lend credibility to your brand by association. As influencers have built trust with their audience over time, promoting your product can give your brand an additional layer of trust and authority. This can ultimately lead to increased sales and customer loyalty.

How Influencer Marketing Can Boost Sales

Influencer marketing can also directly impact sales. When influencers promote your product, their followers are more likely to trust and purchase the product. Influencers can also provide personalized feedback and reviews, which can help potential customers make informed purchase decisions. Several businesses have successfully leveraged influencer marketing to boost their sales. For example, Daniel Wellington, a watch company, partnered with various influencers, which helped them grow their business by 400% within a year of implementing the strategy.

Businesses That Have Successfully Leveraged Influencer Marketing

• Daniel Wellington partnered with influencers to grow their business by 400% within a year.


• FitTea partnered with Kylie Jenner to boost sales and revenue.


• Diff Eyewear partnered with Khloe Kardashian, whose promotion of sunglasses led to a significant increase in sales for the business.

In conclusion, influencer marketing offers businesses an effective way to reach new audiences, enhance their credibility, and boost sales. By partnering with the right influencers and developing a strategic plan, businesses can tap into the power of influencer marketing to achieve their marketing goals and grow their business.

Section 12: Social Media Tactics

Social media has become a vital part of the marketing mix in today's world. A strong social media presence can help organizations increase their reach, engagement, and ultimately conversion rates. In this section, we will share some effective social media strategies that can help achieve these goals. Additionally, we will provide examples of companies that have successfully leveraged social media in their sales strategies.

Boosting Reach and Engagement:

• Use a social media calendar to plan and organize content to be posted on different platforms and at different times


• Create relevant and attention-grabbing content, including images, videos, and infographics


• Collaborate with industry influencers or thought leaders to expand reach and build credibility


• Run social media contests or giveaways to encourage engagement and increase followers


• Use hashtags and tag relevant accounts to increase visibility

Selling on Social Media:

Social media can also be a powerful tool for driving sales. Here are some examples of companies that have successfully used social media for selling:

• Loom - This video messaging platform used LinkedIn to connect with potential customers and drive sales. They created a series of short, informative videos that highlighted the benefits of their product and shared them on LinkedIn. The result? A 50% increase in sign-ups.


• Zulily - This e-commerce company used Facebook ads to target potential customers with personalized product recommendations. They saw a 70% increase in sales as a result.


• ThredUp - This online thrift store used Instagram to showcase their products and highlight their sustainability efforts. They leveraged user-generated content (UGC) to further engage their audience and saw a 20% increase in sales.

By following these social media tactics and taking inspiration from successful companies, organizations can leverage social media to expand their reach, boost engagement, and ultimately drive sales.

Section 13: Outbound selling strategies

In the world of sales, there are two primary methods of selling: inbound and outbound. Inbound selling is the process of creating content, marketing, and advertising that attracts customers to your brand. Outbound selling, on the other hand, is the practice of actively reaching out to potential customers.

Outline Outbound Selling

Outbound selling is often seen as more invasive than inbound selling, but it can also be incredibly effective when done correctly. Here are some of the primary components of a successful outbound selling strategy:

• Define Your Ideal Customer Profile: To effectively target potential customers, you need to have a clear understanding of who those customers are. Define your ideal customer profile based on factors such as industry, company size, and job title.


• Identify Prospects: Once you have your ideal customer profile, use tools like ExactBuyer to identify potential customers that fit that profile. You can also use social media and industry events to find prospects.


• Create a Targeted Message: Develop a message that speaks directly to your prospects' pain points and needs. Make it clear how your product or service can help them solve a problem or achieve their goals.


• Choose Your Communication Channels: There are a variety of channels you can use to reach out to prospects, including email, social media, and phone. Choose the channels that are most likely to be effective for your particular audience.


• Follow Up: Outbound selling often requires multiple touchpoints to close the deal. Be persistent and follow up with prospects in a timely, respectful manner.

When done effectively, outbound selling can be an incredibly powerful way to generate new business. Here are a few examples of companies that have used outbound selling successfully:

1. Salesforce: The software company uses a combination of phone and email to contact potential customers and offer them a free trial of their product.


2. HubSpot: HubSpot's sales team uses a combination of phone, email, and LinkedIn to prospect for new customers. They also use personalized video messages to stand out from the competition.


3. InsideSales: The sales acceleration company uses data and analytics to identify which prospects are most likely to convert, then targets those prospects with personalized messaging.

Section 14: Email Marketing

Email marketing is a tried and true method for attracting leads and customers. A well-crafted email campaign can be highly effective in generating revenue and increasing engagement with your brand. In this section, we will explore the best practices for email marketing and highlight some businesses that excel in this area.

Best Practices for Email Marketing

• Segment your email list to create targeted messaging for different groups of subscribers.


• Use a clear and attention-grabbing subject line to entice subscribers to open your email.


• Include a prominent call-to-action that directs subscribers to your website or product.


• Use clean and visually appealing design that is optimized for mobile devices.


• Regularly assess the performance of your email campaigns to make informed adjustments and improvements.

Examples of Businesses Excelling in Email Marketing

Here are some businesses that have achieved great success with their email marketing campaigns:

• The Honest Company: This wellness and lifestyle brand has a highly-engaged email list thanks to their commitment to delivering valuable content, personalized recommendations, and exclusive deals to subscribers.


• The Skimm: This daily newsletter has achieved cult status thanks to its conversational tone, snappy headlines, and ability to deliver everything subscribers need to start their day informed and entertained.


• Birchbox: This subscription service for beauty products has built a loyal following through its personalized product recommendations, tutorial videos, and exclusive promotions.

Learning from the strategies and tactics of these businesses can help you improve your own email marketing campaigns and achieve greater success in engaging with your audience.

Section 15: Conclusion

Throughout this post, we have discussed various sales examples that can be implemented in businesses to improve their sales strategy.

Summary of Sales Examples

• Example 1: Personalized and timely follow-up with leads


• Example 2: Offering value through educational content


• Example 3: Utilizing customer feedback to improve the customer experience


• Example 4: Leveraging social proof to increase credibility


• Example 5: Incorporating upselling and cross-selling techniques


• Example 6: Building rapport and establishing trust with customers

Each of these examples has been explained in detail with practical strategies and techniques that businesses can use to implement them.

Encouraging Implementation

It is important to note that not all of these sales examples will be relevant to every business. Therefore, we encourage readers to evaluate their own sales strategy and determine which of these examples can be implemented to better suit their specific needs and goals.

By taking action and implementing the most relevant ideas from this post, businesses can improve their sales strategy and ultimately see increased revenue and customer satisfaction.

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