Sale, there is a competition for every, 72
Satisfaction, customer, 161
Say, be careful of what you, 133
Sears, 17
7 Universal Values, 88-90
Shell Oil, 73
Simon, Tom, 83
Sloan, Alfred, 45
Slogans, 111-112
Southworth, 75
Stakeholders, 189-190
State Farm, 177-179
Steak House, Johnny's, 20
Stockbroker keeps in touch, this, 174-176
Story of customer loyalty, the, 35-48
Success, what is, 151-153
Swiss Army Knives, 109