References

Bliss, J. (2009). I Love You More Than My Dog. New York, NY: Portfolio .

Bliss, J. (2012). Trader Joe’s customer experience obsession. Retrieved May 24, 2012, from 1to1 Media: http://www.1to1media.com/weblog/guest_blogger_jeanne_bliss_1/

Baer, J. (2013). Youtility. New York, NY: Portfolio/Penguin.

Brandt, R. (2013). Customer effort scoreTM and NPS: Gangnam style metrics? Retrieved July 28, 2013, from CustomerThink: http://www.customerthink.com/blog/customer_effort_score_and_nps_gangnam_style_metrics

Fader, P. (2011). Customer centricity: What it is, what it isn’t, and why it matters. Philadelphia, PA: Wharton Digital Press.

Grant, M. T. (2008). Satisfied customers are not enough: How to build real loyalty. Grant interview with Michael ...

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