The relationship revolution : closing the customer promise gap
How building relationships is the answer to economic recovery Customers are obviously at the core of any business. However, most customers' trust in business is at an historic low, and many customers feel let down by businesses they formerly trusted.
155 p. ; 21 cm
9780470687932, 0470687932
855187346
Acknowledgements ix Introduction: Customers for Life…Priceless 1 1 The Search for Unique Value 13 2 The Collapse of Trust and Confidence 33 3 Closing the Promise Gap 47 4 Customers in Control, Forever 65 5 Get Closer, Get Smarter, Get Ready 87 6 Building a Common Purpose 103 7 Talent, as Precious as Oil 117 8 The Virtuoso Way: How One-to-One Relationships Revolutionised Luxury Travel 133 Epilogue: The Time is Now! 147 Index 151
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