Why you need to stop competing
Changing customer behaviour
Delivering customer loyalty
Finding the clear blue water
Winning a lifetime of loyalty
How CRM kills relationships
Three keys to operational excellence
Finding the gap in your market
The odd truth about "choice"
Avoiding the race to the bottom
How much should you charge?
Six steps to a truly special business
The John Lewis loyalty gamble
How to become "the perfect choice"
The real basis of rational pricing
Improve your value proposition - it's about more than just price
Five steps for turning loyalty cards into cash
Why Best Buy failed and what we can learn
Winning in Retail: how to position your business for success