Customer Satisfaction is Worthless Customer Loyalty is Priceless

Does this author have an editor? He directly quotes HIMSELF, with attribution, throughout the book. The formatting is horrifying. Why do all of the numbered lists end in a .5? Just use whole numbers.

While he does tell people what he believes the tenets of support should be, he fails to give them any “why” besides “customers pay your paycheck.” The excerpts in the book written by others are markedly better quality than the book as a whole.