TY  - BOOK
AU  -  Raphel, Murray.
AU  - Raphel, Neil.
TI  - Up the loyalty ladder: turning sometime customers into full-time advocates of your business 
SN  - 0887307256 [hardbound]
PY  - 1995///
CY  - New York
PB  - Harper Business
KW  - Customer relations
KW  - Advertising
KW  - Consumer satisfaction
KW  - Word-of-mouth advertising
KW  - Success in business
KW  - United States
KW  - Business people
KW  - Interviews
N1  - Includes index; Contents: Part I: The prospect -- Part II: The shopper -- Part III: The customer -- Part IV: The client -- Part V: The advocate
ER  -