If only I had a dollar for every time a cashier asked whether I had one of those loyalty cards ... and another buck for every time I answered, "No." Hey -- give me 50 cents more each time I'm asked if I want one of their blasted cards ...READ»
Frederick F. Reichheld is a director emeritus and fellow at Boston-based strategy consultancy Bain & Co. He's also one of the preeminent thinkers about customer loyalty. Now, just like Thomas Davenport reconsidered the wisdom of ...READ»
