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How to Embrace Complaints and Keep Your Customers

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How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Janelle Barlow and Claus Moller

Using Customer Feedback as a Strategic Tool

Lewis P. Carbone

How to Keep Customers Coming Back Again and Again

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Making Sense of Consumer Data in a Digital World

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Overcome Common Pitfalls and Create Effective Marketing

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Service Design, Strategy, and the Art of Customer Delight

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Winners and Losers in the Battle for Buyer Preference

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