Endnotes
1. American Express, “Americans Will Spend 9% More with Companies That Provide Excellent Service,” July 7, 2010, http://about.americanexpress.com/news/pr/2010/barometer.aspx (accessed October 29, 2010).
2. Lora Kolodny, “Study: 82% of U.S. Consumers Bail on Brands after Bad Customer Service,” October 13, 2010, www.techcrunch.com.
3. Ron Zemke and Chip R. Bell, Service Magic: The Art of Amazing Your Customers (Dearborn, Mich. Dearborn Financial Publishing, 2003), p. 172.
4. Jena McGregor, “Putting Customers First,” Fast Company, October 2004.
5. Richard L. Nolan and Suresh Kotha, “Harley-Davidson: Preparing for the Next Century,” Harvard Business Online, March 14, 2006.
6. Benjamin Schneider and David E. Bowen, “Employee and Customer ...
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