Will a client accomplish the repeated purchase? Will write a good review? Will recommend your company an acquaintance? All depends on that will remain in his memory after co-operating with you.Chris Даффи, confessed in Europe expert on service, is sure: the key to loyalty of clients is this management by their expectations and memory. In the book he offers the program of creation and maintenance of positive remembrances in the minds of customers, that, in fact, it is the maximally effective program of loyalty in the century of соцсетей and интернет-отзовиков. A book is referenced on researches, by useful sources on the topic, and also кейсами of the known companies, such, as Lexus, Aldi, Dyson, The Ritz, - Carlton, Virgin Atlantic et al.A publishing design is stored in the format of PDF A4.