Notes
Chapter 2
1. http://pewtrusts.com/idea/idea_item.cfm?conetent_item_id=1010.
2. “Bad Customer Service Is Top Reason Consumers Switch Carriers,” http://www.mobilemedia.com/news/33661.html.
3. “UK Customers Fed Up with Bad Customer Service,” April 25, 2006, http://www.businesszone.co.uk/cgi-bin/item.cgi?id=154021&d=1009&h=10008&f=10.
4. “Survey: Young Adults Tolerate, Expect Bad Customer Service,” February 8, 2006, http://multichannelmerchant.com/opsandfulfillment/advisor/teens_tolerate/
5. See, for example, Frederick F. Reichheld, The Loyalty Effect (Boston: Harvard Business School Press, 1996); Frederick F. Reichheld, Loyalty Rules! How Today’s Leaders Build Lasting Relationships (Boston: Harvard Business School Press, 2001).
6. “Gartner ...
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