Customers want to be loyal, but companies drive them away. Painting a picture of the best and worst branding and customer service methods in Canada, the experts at Leger demonstrate that customers don’t leave without good reason. This book also includes the Top 100 Loyal and Disloyal Canadian Companies. Are you wondering how to keep your customers satisfied? Start by asking yourself how to keep them from leaving – because to get results you’ve never had, you’ve got to do what you’ve never done.
The authors of this book are members of Leger’s Academic Committee made up of leading experts from various Canadian Universities: (Chuck Chakrapani, PhD (Ryerson University), Guy Lachapelle, PhD (Concordia University), Alan C. Middleton, PhD (Schulich School of Business, York University), Douglas Olsen, PhD (Arizona State University), Sylvain Sénécal, PhD (HEC Montréal) and Leger colleagues (Jean-Marc Léger (President), Christian Bourque (VP Research), Dave Scholz (VP Toronto), Dimitra Maniatis (Assistant VP) and Arancha Pedraz-Delhaes (Project Manager).