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Another huge step in reaching sales success is surrendering the fantasy that customer loyalty still exists. Farquharson said it is no longer common to hear of company-customer relationships lasting 20 years or more. Instead, he said there is a new definition of customer loyalty. He called it his "Three Rules of Customer Loyalty." And they are: "It's the file. It's the file. It's the file."
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Melissa Busch
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