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Support is where brands are won and lost (26 Jul 2004)
If brand loyalty is best measured by gut feeling then there are few better ways to test its strength than when a customer requires support, because that’s when feelings are high. Today, most organizations pretty much wash their hands of the customer after they’ve sold them the product. This is a shot-sighted strategy.
Article URL: http://www.gerrymcgovern.com/nt/2004/nt_2004_07_26_brands.htm

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