http://www.theadvertisingshow.com/attachments/articles/503/051127_kaplan.mp3 Author Steve Kaplan Explains How to Win & Keep Big Customers - 23-Nov-05: Radio Talk Show Archives 11-27-05 article: contact Stephanie Ceritelli NULL 2005-11-30 http://www.theadvertisingshow.com/images/hosts-pic.jpg