1. American Express, “Americans Will Spend 9% More with Companies That Provide Excellent Service,” July 7, 2010, http://about.americanexpress.com/news/pr/2010/barometer.aspx (accessed October 29, 2010).
2. Lora Kolodny, “Study: 82% of U.S. Consumers Bail on Brands after Bad Customer Service,” October 13, 2010, www.techcrunch.com.
3. Ron Zemke and Chip R. Bell, Service Magic: The Art of Amazing Your Customers (Dearborn, Mich. Dearborn Financial Publishing, 2003), p. 172.
4. Jena McGregor, “Putting Customers First,” Fast Company, October 2004.
5. Richard L. Nolan and Suresh Kotha, “Harley-Davidson: Preparing for the Next Century,” Harvard Business Online, March 14, 2006.
6. Benjamin Schneider and David E. Bowen, “Employee and Customer Perceptions of Service in Banks: Replication and Extension,” Journal of Applied Psychology, 70(1985): 423-433.
7. Stanley Holmes and Wendy Zellner, “The Costco Way,” BusinessWeek, April 12, 2004.
8. “Emerging Work Force Study,” BusinessWeek, March 1, 1999, based on the research conducted by Charles Fishman.
9. John H. Fleming, Curt Coffman, and James K. Harter, “Managing Your Human Sigma,” Harvard Business Review, July-August 2005.
10. Chip R. Bell and John R. Patterson, “Customer Service Dashboard,” Customer Relationship Management, July 2006.
11. Lucas Conley, “Customer-Centered Leader: Maxine Clark,” Fast Company, October 2005.
12. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
13. Ibid.
14. “Think Customers,” The 1 to 1 Blog, http://www.1to1media.com/weblog/ (accessed October 21, 2010).
15. Ibid.
16. Lora Kolodny, “82% of U.S. Customers Bail on Brands after Bad Service,” TechCrunch.com, October 13, 2010, http://techcrunch.com/2010/10/13/customer-service-rightnow/ (accessed October 23, 2012)
17. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
18. 2005 Respond Study, reported at Capturing Customer Feedback, Unica, The Marketers Consortium, http://unicashare.typepad.com/share/2006/10/capturing_custo.html (accessed December 8, 2010).
19. Zemke and Bell, p. 165.
20. John Blasberg, Vijay Vishwanath, and James Allen, “Tools for Converting Consumers into Advocates,” Strategy and Leadership, March 1, 2008.
21. Karl Albrecht and Ron Zemke, Service America! (New York: McGraw-Hill Publications, 2002), p. 108.
22. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
23. Albert Mehrabian, Silent Messages: Implicit Communication of Emotions and Attitudes (Belmont, Calif. Wadsworth, 1981). Currently distributed by Albert Mehrabian, e-mail: am@kaaj.com.
24. Ibid.
25. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
26. Ibid.
27. Ibid.
28. Robert Spector, Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers (New York: Perseus Publishing, 2002), p. 60.
29. Lisa Arthur, “Have No Fear, Let Customers Control Your Brand,” Think Customers: The 1 to 1 Blog, September 12, 2010, http://www.1to1media.com/weblog/2010/09/guest_blogger_lisa_
arthur_have.html (accessed October 11, 2010).
30. Mila D’Antonio, “Mountain Dew Hands Over Its Brand to Fans,” 1to1 Magazine, September 2010, http://www.1to1media.com/View.aspx?docid=32519. See also www.dewmocracymediahub.com.
31. Lisa Arthur, op. cit.
32. Ellen Davis, “eBay CEO Discusses Mobile, Customer Feedback and Embracing Competition,” September 23, 2009, http://blog.shop.org/2009/09/23/ebay-ceo-discusses-mobile-customer-feedback-and-embracing-competition/.
33. See Marriott on the Move blog, http://www.blogs.marriott.com/.
34. Erick Schonfeld, “Forrester Forecast: Online Retail Sales Will Grow to $250B by 2014,” www.techcrunch.com, March 8, 2010.
35. Ron Zemke and Chip R. Bell, Service Magic: The Art of Amazing Your Customers (Dearborn, Mich. Dearborn Financial Publishing, 2003), p. 165.
36. Jean M. Otte, corporate vice president of quality management, National Car Rental System, presentation to the MN Chapter, Society of Consumer Affairs Professionals in Business, June 8, 1992.
37. “2005 Customer Rage Study,” Customer Care Alliance and the Center for Services Leadership, Arizona State University School of Business.
38. “Customer First Aware Profiles,” Fast Company, October 2004.
39. Ron Zemke and Chip R. Bell, Service Magic: The Art of Amazing Your Customers (Dearborn, Mich. Dearborn Financial Publishing, 2003), p. 165.
40. “Customer First Aware Profiles,” Fast Company, October 2004.
41. Michael A. Prospero, “Leading Listener: Cabela’s,” Fast Company, October 2005.
42. Jena McGregor, “Employee Innovator: USAA,” Fast Company, October 2005.