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Title: Full of Sound and Fury and Signifying Almost Nothing
Review: This book provided almost nothing of substance. Content was full of platitudes and information available in dozens of other places (with almost none of the sources attributed). The author's insistance that most of customer loyalty is driven by customer service is also off base. Little attention is paid to staff loyalty, customer insight and information flow, corporate culture, organizational structure, cross-functional training and customer support, etc.
