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1  Up  The  Loyalty  Ladder    

by  Murray  and  Neil  Raphel      

 This   is   a   great   book   if   you   really   want   to  examine   the   customer   experience   and   how  you   can   create   loyal   customers   for   your  business.      Paying   attention   to   the   relationship   you  have   with   prospects   and   clients,   and   going  the  extra  mile   to  ensure  a  great   interaction  and   experience,   will   not   only   help   you   get  great   testimonials   and   steady   referrals,   but  loyal,  repeat  customers  as  well.