| Preface |
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9 | (13) |
| Introduction |
|
13 | (8) |
| Part A: The Picture |
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What's Love Got to Do With It (Business)? |
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21 | (8) |
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The ``Just For Today'' Anatomy of Customer Love |
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29 | (10) |
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39 | (6) |
| Part B: The Principles |
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Inclusion: Customers Will Care When They Share |
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45 | (6) |
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Connection: The Magic Touch of Service |
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51 | (8) |
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Enlightenment: Growing Customer Love |
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59 | (6) |
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Trust: Affirming a Covenant With Customers |
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65 | (6) |
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Betrayal: Dealing With Our Own Guilt |
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71 | (4) |
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Betrayal: Dealing With a Lover's Scorn |
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75 | (6) |
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Empowerment: Keeping Customers In Control |
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81 | (6) |
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Enchantment: The Magic of the Occasional Miracle |
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87 | (6) |
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Elasticity: Putting Stretch in the Relationship |
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93 | (6) |
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Generosity: Giving More Than You Expect To Get |
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99 | (6) |
| Part C: The Practice |
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The Leader of a Customer-Love Culture |
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105 | (4) |
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The Love Leader as Listener |
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109 | (6) |
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The Love Leader As Trust Giver |
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115 | (6) |
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The Love Leader As Empowerer |
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121 | (8) |
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The Love Leader as Mentor |
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129 | (10) |
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The Love Leader as Passion Bearer |
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139 | (6) |
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The Love Leader as Change Agent |
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145 | (6) |
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Reinventing Service with Love in Mind |
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151 | (6) |
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157 | (8) |
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How the Customer Gets Love |
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165 | (4) |
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169 | (4) |
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Twenty-five Ways To Show Your Love |
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|
173 | (2) |
| Bibliography |
|
175 | (4) |
| About the Author |
|
179 | |
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