Suggested Reading and Viewing

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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know

Jeffrey Gitomer

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Customer Loyalty:
How to Earn It, How to Keep It

Jill Griffin

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Researching Customer Satisfaction & Loyalty: How to Find Out What People Really Think (Market Research in Practice)

Paul Szwarc

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Rethinking Strategy

Henk Wijtze Volberda and Tom Elfring

The New Business of Paradigms

Joel Barker

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