TY  - BOOK
AU  - Griffin,Jill
TI  - Taming the search-and-switch customer: earning customer loyalty in a compulsion-to-compare world 
SN  - 9780470345047 (cloth)
AV  - HF5415.5 .G7533 2009
U1  - 658.812 GRI 22
PY  - 2009///
CY  - San Francisco, CA
PB  - Jossey-Bass
KW  - Customer relations
KW  - Customer loyalty
KW  - Customer services
N1  - Includes bibliographical references (p. 247-262) and indexes; Get a grip -- Welcome to the compulsion-to-compare planet -- Why customers search and switch -- Get the credit you're due -- Ace your buyer's worth-it test -- Manage perception makers and takers -- Be (and stay) damn different -- Fortify your firewall -- Build customer trust -- Find and grow passionate-to-serve employees -- Look for tamers that teach -- Move on now! -- Follow the ten-day taming plan
ER  -