Mandatory reading… A truly thought-provoking and fun-to-read book!
    A. “Parsu” Parasuraman, Univ. of Miami, Ed. - Journal of Service Research

A great place to start to find advantage from your competitors’ inabilities to differentiate themselves.
    George Stalk, Sr. VP, Boston Consulting Group

A must read for every executive interested in reshaping their loyalty program. This book will revolutionize the thinking behind the loyalty concept.
    V. Kumar, Univ. of Connecticut, author of Customer Relationship Management

A must read for anyone who manages customer loyalty. It mixes the authors’ experience with the latest academic knowledge, packaging it in an
entertaining way.
    Roland T. Rust, Univ. of Maryland, Ed. - Journal of Marketing (2005-2008)