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Publisher's Summary

Ken Favaro and Tim Romberger, partners at the global consulting firm, Marakon, and David Meer, chief analytics officer at Enfatico, offer tips on how to win the loyalty of more customers, increase productivity, and strengthen market position.

This article was first published in the April 2009 issue of Harvard Business Review.

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©2009 by the President and Fellows of Harvard College, All Rights Reserved; (P)2009 Audible Inc.

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