As world-class service providers know, customer satisfaction is no longer enough to ensure customer loyalty and retention. In fact, according to the Harvard Business Review, 65 to 85% of customers who chose a new company said they were satisfied or very satisfied with their former supplier. In today’s marketplace, a company has to exceed customer expectations and achieve customer delight. With more than 70% repeat business, Disney serves as an ideal example of a company that’s maintained customer loyalty over half a century, creating a repeat customer base that spans generations.