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What to say to a porcupine : 20 humorous tales that get to the heart of great customer service
Gallagher, Richard S., (2008)
Once a customer always a customer : how to deliver customer service that creates customers for life
Daffy, Chris, (2001)
The cult of the customer : create an amazing customer experience that turns satisfied customers into customer evangelists
Hyken, Shep, (2009)