NOTES
The customer comments throughout this book are based on surveys, focus groups and interviews my firm has conducted. Much of the other material is based on my own business experience.
Chapter 1
1. Reed Hastings, “In Wyoming . . . ,” Reed Hastings’ Facebook page, September 20, 2011, http://www.facebook.com/reed1960/posts/10150304609004584.
2. Lauren Effron, “Netflix CEO Reed Hastings Says Company Has ‘Sincere Regret’ Over Handling of Service Changes,” ABC News, September 26, 2011, accessed September 03, 2012, http://abcnews.go.com/Business/netflix-ceo-reed-hastings-company-sincere-regret-customers/story?id=14608865.
3. “Henry Ford, Faster Horses and Market Research,” Research Arts, January 25, 2011, http://www.researcharts.com/2011/01/henry-ford-faster-horses-and-market-research/ ...
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