This guide for businesses of all sizes offers strategies for finding new customers, keeping them, and occasionally winning them back from other companies. This edition includes a new preface by the author, company case studies, and new techniques for bonding both employee and customer loyalty. Topics include establishing successful online communities and newsletters, using staff feedback surveys, responding to customers' changing value definitions, and using channel partner collaboration to drive customer value delivery. Griffin is a business consultant, lecturer, and the author of several books on business topics. Annotation (c) Book News, Inc., Portland, OR (booknews.com)