Chapter 5

1. Bruce D. Temkin, “Customer Experience Boosts Revenue,” Forrester Research, June 22, 2009 (updated May 4, 2010), www.forrester.com/rb/Research/customer_experience_boosts_revenue/q/id/54750/t/2.

2. “2009 Gartner & 1to1 Customer Award Winners: New Media,” 1to1 Magazine, Fall Issue, 1to1 Media, September 15, 2009, www.1to1media.com/view.aspx?DocID=31841.

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