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Leading Loyalty: Cracking the Code to Customer Devotion

Leading Loyalty: Cracking the Code to Customer Devotion

by Sandy Rogers
"You build customer loyalty when the people in your organization show empathy for customers, take responsibility for helping them reach their real goals, and treat them generously. Earning loyalty is much more than teaching good service techniques or giving everyone a copy of Customer Service for Dummies and ordering the team to smile and say, 'Have a nice day.'"
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