The owner finally decided to conduct a survey to realize, what actually his customers are looking for. After a successful survey, he launched some new features on the website including events, signed copies, staff picks, blogs, featured authors and other stuff.
These features not only facilitated him to stay ahead of the competition, but also helped him in identifying the changing demands of the customers. Today, providing a service or a product to customers with 100 percent customer satisfaction is not sufficient, you need an X-factor to survive the competition and achieve massive success.
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