Finding foolproof ways in which to retain customers has been the holy grail of good business since the very dawn of commerce. On the surface the premise seems simple enough; create a product or service that people want and through skilled delivery ensure that your customers keep coming back for more. However, never has such a seemingly straightforward ambition proved so elusive. Organizations in all industries are letting customers down. And as geographical boundaries dwindle and competition increases, disillusioned customers are unlikely to look back.
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