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Conventional Wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. But no matter how exciting special deals may be, the "dazzle factor" does not solve customer problems.This book presents a breakthrough idea about how to win customer loyalty.
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The Effortless Experience, Matthew Dixon, Nicholas Toman, Nick Toman, Rick DeLisi
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- Année de publication
- 2013
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