Chapter 1
1. Jon Gertner, “From 0 to 60 to World Domination,” New York Times, February 18, 2007, www.nytimes.com/2007/02/18/magazine/18Toyota.t.html?ei=5090&en=27f821bf31ad515b&ex=1329454800&partner=rssuserland&emc=rss&pagewanted=all.
2. Andrew McInnes, “Customers’ Problems Are Companies’ Loyalty-Building Opportunities,” in Customer Experience Professionals, a blog by Forrester Research, December 6, 2010, http://blogs.forrester.com/andrew_mcinnes/10-12-06-customers_problems_are_companies_loyalty_building_opportunities.
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