Part 1:Q: This is about your recent column on “The reality of customer loyalty.” We are regular readers of your column because we learn a lot from it. In fact, every Monday, our HRD posts your column on our office bulletin board. But frankly speaking, this was one column we have to say that we didn’t like.We didn’t like your attacking the (Reichheld and Sasser’s) Zero Defection research. First of all, those two are Harvard Business School professors. And the....