1 Show me the money
2 Loyalty : the common denominator for improving customer satisfaction
3 Sorry, boss, but it was out of my control
4 The good, the bad, and the advocates
5 Different companies, different touchpoints
6 Too much of a good thing
7 Promises, promises
8 Sending a message from the top
9 Hitting the jackpot
10 The superhero who dressed as a janitor
11 Trusting employees to do the right thing
12 Turning bad customer encounters into wins
13 Building a community, or how to turn your customers into fans
14 The Internet : filling the information void for consumers
15 Taking control of the online experience
16 Manage the store, not the score
17 Voice of the customer
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About J. D. Power and Associates