Contents
Stop Trying to Delight Your Customers
Matthew Dixon, Karen Freeman, and Nicholas Toman
Companies and the Customers Who Hate Them
Gail McGovern and Youngme Moon
The One Number You Need to Grow
Frederick F. Reichheld
Putting the Service-Profit Chain to Work
James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger
The Mismanagement of Customer Loyalty
Werner Reinartz and V. Kumar
Darrell K. Rigby and Dianne Ledingham
Gary Loveman
Want to Perfect Your Company’s Service?
Richard B. Chase and Sriram Dasu
Jeffrey F. Rayport and Bernard J. Jaworski
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