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101 activities for delivering knock your socks off service
Thomas, Ann, (2009)
The managing customer service pocketbook
Cross, Andy, (2008)
Delivering customer service : a practical guide to managing successful customer relationships
Payne, Sheila, (1999)
Flip the funnel : how to use existing customers to gain new ones
Jaffe, Joseph, (2010)
Join the conversation : how to engage marketing weary consumers with the power of community, dialogue, and partnership
Jaffe, Joseph, (2007)
Life after the 30-second spot : energize your brand with a bold mix of alternatives to traditional advertising
Jaffe, Joseph, (2005)