This may have been true in the 1950s and 1960s, but since the 1970s, we have seen the minimization of labor unions, the loss of the loyalty contract for professions, and the rise of outsourcing.

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To address contract churn, T-Mobile USA continued to focus on loyalty efforts during the quarter, including a strong focus on re-contracting its most loyal customers.

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Craig Doud is vice president of customer loyalty at Emptoris, a provider of strategic supply, category spend and enterprise contract management solutions.

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