Notes
Chapter 1
1. Howard Ploman, “Net Promoter Score—The Search for the Magic Pill,” InfoQuest International, 2008.
2. James Allen, Frederick F. Reichheld, and Barney Hamilton, “The Three ‘Ds’ of Customer Experience,” HBS Working Knowledge archives, #5075. Excerpted from “Tuning In to the Voice of Your Customer,” Harvard Management Update, vol. 10, no. 10, October 2005. See http://hbswk.hbs.edu/archive/5075.html.
3. Frederick F. Reichheld, “Learning from Customer Defections,” Harvard Business Review, March 1996. See http://hbr.org/1996/03/learning-from-customer-defections/ar/1.
4. Frederick F. Reichheld, “The One Number You Need to Grow,” Harvard Business Review, December 2003. See http://hbr.org/2003/12/the-one-number-you-need-to-grow/ar/1 ...
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