Retention, Not Detention of Customers

Amol Titus
Senior management professional and writer based in Jakarta. He can be contacted at [email protected]

TO the list of often used management platitudes “customer is king”, “customer is everything” or even “customer is our God”, has now been added the dubious description “customer as a detainee”. This has reference to the sorry plight that befell Prita Mulyasari, an ordinary Indonesian mother who was sued by O

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