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This review is from: Hug Your Customers: Love the Results (Paperback)
This book was recommended to me... hmmmm, too American in its approach and in its writing to suit my pallet. The author actually does go up to his customers and "hug" them and this book is a justification of that action; nothing wrong with that if it works for you.
If you feel you can hug your customers, then buy the book, if not, well... give it a wide berth.