Creating Customer Loyalty

Conclusion

I remember reading that Peter Drucker, whom I once heard described as ‘the guru of business gurus’, used to claim that he only really understood his thoughts about something after he had shared and discussed them with others. Writing this book has had a similar effect on me. Having to gather, organize and write my thoughts down has helped me understand them and my experiences of customer loyalty better. You may not agree with all I’ve written, and you may not be able to use everything I’ve recommended in your organization, but you should now understand what I’ve learned during my 20 years of study and practice working with hundreds of organizations of all sizes in most markets, locally and internationally. And you should be able to ...