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	<title>Return on Behavior Magazine &#187; Good Word</title>
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		<title>Apostles and Terrorists – Understanding Customer Loyalty</title>
		<link>http://returnonbehavior.com/2010/01/apostles-and-terrorists-%e2%80%93-understanding-customer-loyalty/</link>
		<comments>http://returnonbehavior.com/2010/01/apostles-and-terrorists-%e2%80%93-understanding-customer-loyalty/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 19:08:32 +0000</pubDate>
		<dc:creator>Peter Stansbury</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Apostles]]></category>
		<category><![CDATA[Best Friends]]></category>
		<category><![CDATA[Customer Base]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Good Word]]></category>
		<category><![CDATA[Harvard Business School]]></category>
		<category><![CDATA[Heskett]]></category>
		<category><![CDATA[Hostages]]></category>
		<category><![CDATA[Interesting Research]]></category>
		<category><![CDATA[Internet Age]]></category>
		<category><![CDATA[Intuit]]></category>
		<category><![CDATA[Mercenaries]]></category>
		<category><![CDATA[Monopoly]]></category>
		<category><![CDATA[Professor James]]></category>
		<category><![CDATA[Sasser]]></category>
		<category><![CDATA[Satisfaction]]></category>
		<category><![CDATA[School Professor]]></category>
		<category><![CDATA[Terrorists]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Xerox]]></category>

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		<description><![CDATA[We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. This can be used in so many situations including projects where you may not appear to be selling anything. In this approach you represent customers graphically plotting satisfaction against loyalty: We [...]]]></description>
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