This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer sa

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wr

A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful c

This analysis of marketing and loyalty argues that companies need to move away from offering products and services to creating concepts and experiences that can