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Management consultants in highly successful separate firms, Wayland and Cole collaborate to offer a comprehensive system for putting customer relationships at t
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"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effectiv
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A new data-driven approach to building customer relationships that fuel sustainable business growth Igniting Customer Connections explores how organizations of
The Science of Customer Connections
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"The vast majority of word-of-mouth happens offline, in everyday conversations. This book offers simple concepts plus practical guidance for individual professi
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Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, contin