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Title: Strategy & Marketing Classic
Review: Still one of the foundation works on the impact of customer loyalty on a brand, or business, and why seeking the loyalty effect is not just about marketing, but about overall business strategy and operational excellence. With excellent examples and the data to back them up, this book and his early Harvard Business Review articles established Reichheld as the foremost authority on all things loyalty. Though his more recent works around The Net Promoter Score are more broadly known, this book lays out the strategic context and rationale behind the continuous search for creating sustainable customer loyalty.
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