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CHURN
http://www.coxblue.com/when-customers-stick-customer-retention-by-the-numbers-infographic/
http://conversionxl.com/customer-retention-strategy/
http://www.smashingmagazine.com/2011/08/taking-a-customer-from-like-to-love-the-ux-of-long-term-relationships/
TOM PETERS, LITTLE BIG THINGS BOOK PDF
http://tompeters.com/docs/The_Little_BIG_Things_Compressed.pdf
CUSTOMER NOT A SALE
THE SERVICE RECOVERY PARADOX
SUPPORT IS MORE IMPORTANT THAN SALES
http://www.cleaningforareason.org/
ENCOURAGE CUSTOMER COMPLAINTS
10 reasons you should encourage customers to complain ebook
BE MEMORABLE
Mark’s slides
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