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Superior Customer Value, 3rd Edition by Art Weinstein

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Chapter 10Customer 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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