Chapter 12
1. RightNow Technologies, “Customer Experience Report: North America October 10, 2010.”
2. Bob Sullivan, “CEOs Think Customer Service Is Great,” MSNBC. May 22, 2007, http://redtape.msnbc.com/2007/05/ever_wonder_why.html.
3. RightNow Technologies, Customer Experience Report.
4. Dave Carroll, “United Breaks Guitars,” July 6, 2009, www.youtube.com/watch?v=5YGc4zOqozo.
5. The author, “Does Social Media Help or Hurt Customer Service?” The Social Customer, January 15, 2011, http://thesocialcustomer.com.
6. Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose (New York: Business Plus, 2010), p. 142.
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