Faculty News | HBS Working Knowledge | 23
May
2011
What Loyalty? High-End Customers are First to Flee
by Dennis Campbell & Frances X. Frei
Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Their best customers might be the first to defect. Research by Harvard Business School's Ryan W. Buell, Dennis Campbell, and Frances X. Frei.