Lack identifying a predominant, 180
Lager, Fred "Chico," 168
Law, Pareto's, 83
lead me, 57, 59
League,
Atlantic, 144
Tri-State, 144
Lease, renewing a, 21
Lesson, Loyalty Growth, 32-33
Lexmark, 46
Lexus, 75
Life insurance, 94
List, dealing with customers, 164-165
Listening, our emotions control our, 61-64
Long John Silver's Seafood Shop, 200
Longaberger Basket Company, 56
Loyal customer, benefits to dealing with, 43-44
Loyal customers, 21-22
business based on, 153
profit come from, 16-17
loyalty
and frequency of payment, 99
as a customer characteristic, 11
creates money, 26-27, 32
Loyalty Growth Lesson, 32-33
loyalty is a journey, 30
loyalty is not a destination, 30
loyalty is not situational, 37
loyalty test, 69
Loyalty,
build customer, 30, 33
customer, 13-34
the story of, 35-48
three truths, 161
Longaberger step-by-step, 56
organizational, 196
three ways customers affect, 139
why customer, 13-34