"Many marketing people still pursue interactive sales solely for their immediate cash return rather than the contribution they can also make to brand values - hence 'loyalty' programmes which have nothing to do with real loyalty. No-one who has read this highly readable and significant book would ever make that expensive mistake. " Sir Martin Sorrell, Chief Executive WPP GROUP PLC "A wise and thoughtful book by an author who understands to the core that customer relationship management is about human connections. " Leonard L. Berry Distinguished Professor of Marketing, Texas A&M University, and author ofDiscovering the Soul of Service