This book aims to emphasise the overriding importance for businesses of retaining customers, and to explain how a successful customer focus can be achieved and maintained. The value of focusing on retaining customers; identifying customers and finding out what they want; offering incentives to maintain customer loyalty; mobilising employees to give customers what they want; retaining customers when things go wrong., ISBN13: 9780340849385 ISBN10: 034084938X Material Type: paperback