Chapter 10
1. Information taken from a personal interview with Esteban Kolsky on January 14, 2011.
2. Sarah Simon, “Linking Business Performance Metrics with Survey Data,” in Allegiance Blog, November 1, 2010, http://blog.allegiance.com/2010/11/linking-business-performance-metrics-with-survey-data.
3. Information taken from a personal interview with Chris Cottle on January 19, 2011.
4. Net Promoter, accessed December 18, 2010, www.netpromoter.com/np/index.jsp.
5. Information taken from a personal interview with Janet LeBlanc on January 19, 2011.
6. The author, Metrics for Social Customer Service—an eBook, edited by Esteban Kolsky. The Social Customer, November 15, 2010, http://thesocialcustomer.com.
7. Don Peppers and Martha Rogers, PhD, Return on Customer: Creating Maximum Value from Your Scarcest Resource (New York: Crown Business, 2005).
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