Book Progress - The Economics of the Fan Experience

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I am currently working on a chapter of my book focussing on the The Economics of the Fan Experience. What this means is an exploration of customer service, customer loyalty and customer retention.

So the thought to focus on here is if you are spending a lot of time, effort and therefore money on sourcing new customers or fans then the thought occurs that not a great job is being done of holding onto the ones that came in through the door in the first instance. In the current economic climate retention is important.

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