Front Cover
Penguin
 

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Contents

IF A DENTIST CAN DO IT WHY CANT You?
9
THE cost of Losing A customer
15
A structural
23
WHAT is customer ExPERIENCE?
33
YoU only HAVE 100 DAYS IF THAT LONG
39
The EIGHT PHASES OF THE CUSTOMER ExPERIENCE
45
Assess
57
ADMIT
87
Acclimate
157
Accomplish
185
Adopt
215
ADVOCATE
241
How To stop
271
IF COMCAST CAN DO IT SOCAN YOU
303
Acknowledgments
321
DIGITAL BONUSEs
337

AFFIRM
113
Activate
139

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