The importance of customer loyalty basics

Telstra is a retailer. Not necessarily a traditional retailer, but they retail airtime, they have retail stores and they sell merchandise. Loyalty in this industry is fickle. Subscribers will move to another retailer based on price alone. Despite regular calls from competitors, I personally have consistently remained with Telstra. I have found their service to be pretty good, and when I complete those surveys at the end of a call, I invariably give them 10 out of 10. Until yesterday, that is. It

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