If you would like to have control over customer satisfaction in your business, then you need to watch this video.
http://blogs.hbr.org/video/2011/12/frontline-employees.html?cm_sp=most_widget-_-videos-_-Turn%20Customers%20into%20Promoters
Fred Reichheld, fellow and founder of the loyalty practice at Bain & Company, explains how Apple turns customers into promoters.
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