Chapter 10
Customer Loyalty and Retention
Do what you do so well that they will want to see it again and bring their friends.
Walt Disney
A good customer should not change his shop, nor a good shop change its customers.
Chinese proverb
Starbucks got its swagger back. A victim of the Great Recession, the company was forced to close stores and lay off employees. Some said the day of the $4.00 cup of coffee was over. Reenergized, however, by the return of its founder Howard Schultz, today the company is on a roll—making better strategic decisions about ...
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