The "perfect storm" of an anxiety-ridden recession coupled with the frustration caused by the removal of "high touch" from service through self-service and automation, plus the power and instant reach of the internet has created a wired and potentially dangerous customer. We must return to a partnership approach to customer loyalty. This book provides the why's, what's and most important, the how's for turning picky, fickle, vocal and vain customers into advocates.
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