Campbell's Soup, 112, 113
Capital Holding Company, 83
Carnegie, Dale, 146
Cessna 172, 95
Chanel, Coco, 39
Charles, Ray, 79
Chico's, 85
children, do you have, 29-30
choices, 147-151
Chrysler Corporation, 49
Chuck E. Cheese's, 13-14
Civil Air Patrol, 187
Club Med, 112, 115
Coca-Cola, 55, 151
Cohen, Ben, 168-169
Cole, Nat King, 79
Comcast, 133-134
commerce, differentiators in, 72-74
commodity, quality is a, 74-78
communication, 88
effective, 27, 117-138
developing activities that support, 172-173
test, 137-138
three stages of, 119
company built on liking people, a, 55-56
Conn, Bert, 144
conscious mind, 141
Covey, Steven R., 59-60
Crest, 112, 113
culture, corporate, 195-201
customer loyalty, 13-31, 14, 15
build, 10, 30, 33
businesses that create, 162
five determining principles, 9, 27
the story of, 35-48
three truths, 161
why, 13-34
customer relationship management, 46-48
customer satisfaction, 161
customer, who is the, 41-42
customers and how they think about us, 155
customers are buying you, 81-83
customers as individuals, 162
customers,
focusing of current, 156
focusing on new, 157-160
getting new, 156
how we think about our, 147
Internal, 38-39, 39-41
losing loyal, 157-160
repeat, 13-14
self serving, 11
what motivates, 9
which are most loyal, 11
working with internal, 39-41
Custumarius, 38-41