From Marketing News magazine

It is rare to see a book that tells you how to do it and gives suggestions on improving customer service in your organisation. The ideas contained in this book really work and, most importantly, customers will notice the difference. It is a book you can pick up and read quickly from cover to cover. Alternatively you can read it in sections as it is clearly signposted and indexed for easy access.

There are some innovative models devised by Marc that are very interesting. In particular the “Customer Loyalty / Satisfaction” model which describes the different types of customers (“lifetime”, “trapped”, “sleepers”, “promiscuous”) and also suggests strategies to convert them to become loyal customers.