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"The Customer Loyalty Compass Process"
by Michael Lowenstein - Managing Director
Customer Retention Associates
How do you really know what customers want, what it will take to generate optimum loyalty and wallet share, so you can create the most effective frequency marketing and relationship programs? Most companies, we have found, do relatively little investigation to determine this. They often commit their resources - time, money, people, facilities, and technology - with insufficient customer knowledge or insight. Fewer still apply a disciplined process to develop this understanding.
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