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so at very low levels of customer satisfaction clearly repurchase probably probability is very low and when you really anger your customers you might turn them into so-called customer terrorists those that will go out of their way to spread negative word of mouth now as customer satisfaction increases repurchase probability increases somewhat but then we hit this area of i like to call it customer apathy this is the area where incremental improvement in customer satisfaction dont necessarily lead to an increase in loyalty so a customer that gives you a 3.5 out of 7 on a customer satisfaction survey is just as loyal as somebody who gives you a 4 or a 4.5 or even a 5. so theres this flat area where improving customer satisfaction is not associated with any customer stickiness theyre not loyal customer loyalty tends to kick in at extremely high levels of customer satisfaction when we created this so-called apostles the ones that will go out of their way to recommend the business of bu