Epilogue: Who Stole My Customer??
What do you think? How important to your firm’s success are the customer loyalty management concepts, strategies, and lessons-learned from major companies discussed in this book? (For students and future leaders, how relevant are they to an outstanding career with your current or future employers?)
How far has your business actually progressed beyond good managers with good intentions? What would your customers say?
What if you were your firm’s customer? How would you answer that?
If you were the customer, would ...
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