What surprised me in this weeks reading was the part about customer loyalty. I find it an intangible part of business and it is difficult to recognize how much it actually effects businesses.
I haven't really heard of micro finance before other than a little here and there and so I was confused about that part of the reading. The two questions I would ask the author would be, "How can you quantify customer loyalty" and "Can a business have success without technology today?"
I don't think the author was wrong about anything nor did I disagree with him.
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