Истинная лояльность. Как взломать код верности клиента. Лина Риннэ
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Kris Hudson, “Costco’s CEO Talks About Prices, Paychecks, and Prospects for Expansion,” Wall Street Journal, http://wsjclassroom.com/archive/07dec/view_costco.htm. Accessed Jun. 10, 2009.
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Jeff Kober, “How Do You Feel About Customer Service?” WorldClass Benchmarking, Feb. 22, 2016. http://worldclassbenchmarking.com/how-do-you-feel-about-customer-service/.
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See Getting to Great: Mapping Management Practices That Drive Great Store Performance, Coca-Cola Retailing Research Council of North America. http://www.ccrrc.org/wp-content/uploads/sites/24/2014/02/Getting_to_Great_Study_2006.pdf.
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James Allen, Frederick Reichheld, and Barney Hamilton, “The Three ‘D’s’ of Customer Experience,” Harvard Management Update, Nov. 7, 2005.
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Matthew Dixon, Nick Toman, Rick Delisi, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Penguin Group, 2013, 117.
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Frederick F. Reichheld, “Loyalty-Based Management,” Harvard Business Review, Mar-Apr 1993. https://hbr.org/1993/03/loyalty-based-management.
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Todd Kunsman, “Why Brand Ambassadors Could Be Your Best Marketing Strategy,” business.com, Dec 26, 2017. https://www.business.com/articles/why-brand-ambassadors-matter-in-marketing/.
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Компания по управлению гостиничными сетями со штаб-квартирой в США. – Прим. пер.