The smell of burning pants

This article argues that too much of what passes for 'relationship marketing' is actually based on mistruths, and customer cynicism is growing as a result.

The smell of burning pants

John WardBusiness columnist

The other week my bank wrote me a letter. I've been a customer of this bank for nearly forty years, and for twenty of them have enjoyed the status of a 'Gold High Net Worth' client. The letter advised...

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