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value to the customer

Excerpts from The Loyalty Effect [Part II]

TRUE NORTH The first critical advantage loyalty leaders enjoyin an environment about as placid and predictable as the midwinter North Atl…

value propositions

Frederick F. Reichheld, The Loyalty Effect From CHAPTER 9 RECLAIMING SUCCESS AT AMERICAN EXPRESS Founded in 1850 as an express compan…

small businesses

New navigators derive much of their advantage—versus the established players and versus each other—by affiliating as closely as possible wi…