The human touch

Dawson, Charlie
December 2005
Brand Strategy;Dec2005/Jan2006, Issue 198, p30
Trade Publication
The article cites various ways of upsetting customers. They include false friendliness, winning loyalty through coercion, and the provision of poor customer services. The article also discusses the need for businesses to reconnect to the consumer world. It also highlights some of the reasons why businesses fail.


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