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[Management Column Vol. 71] Turning Customers into Loyal Fans through Regular Time and Point Checks

This is a column written by our representative, Kazuaki Sawada, detailing the insights he has accumulated in the field of business revitalization, management improvement, and bank relations.

The related link article explains the idea of viewing the repeat rate as a KPI from the "customer's perspective" and improving business processes for that purpose. This naturally connects to the current approach of "regular checks at fixed points → maintaining quality → creating loyal fans."