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A New Way to Think with Roger L. Martin

Thinkers & Ideas

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The Importance of Customer Loyalty

The familiar, the habitual may be more important than the perfect match with whith needs are. The behavior research over the last 15 or 20 years has demonstrated that we're driven much more by habits than conscious loyalty. And youre unconscious, as it turns out, cares a whole lot about comfort and familiarity.

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