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Special Report
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slideshow
Special Report
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Kevin P. Coyne
Kevin P. Coyne is senior teaching professor at the Goizueta Business School of Emory University and a co-founder of The Coyne Partnership, a boutique consulting firm focused on top management and board issues. He was formerly a senior partner at McKinsey & Co. He writes The Strategist monthly for BusinessWeek.com/Managing.
Recent Articles by Kevin P. Coyne
June 19, 2009
The Customer Satisfaction Survey Snag
Customer satisfaction has been a major business buzz phrase for more than a decade. In his 2001 book, The Loyalty Effect, Fred Reichheld claimed that customer loyalty ...
