Your Customer Rules!. Bill Price

7

Cullum, Philip. 2006. The Stupid Company: How British Businesses Throw Away Money by Alienating Customers. National Consumer Council, p. 9.

8

Marketing Charts. 2014. “Millennials and Brand-Marketing: A Complicated Affair.” March 25. Accessed May 17, 2014. http://www.marketingcharts.com/wp/traditional/millennials-and-brand-loyalty-a-complicated-affair-41522/.

9

Morrison, Kimberlee. 2013. “[Infographic] Peer Recommendations Are More Influential Than Any Other Form of Advertising.” SocialTimes, November 7. Accessed May 20, 2014. http://socialtimes.com/90-percent-consumers-trust-earned-media-form-advertising_b137463. See also Peppers, Don, and Martha Rogers. 2012 Extreme Trust: Honesty as a Competitive Advantage. New York: Penguin.

10

Temkin Group. 2014. “Top 10 in 2014 Temkin Experience Ratings” (cycling entry; requires JavaScript). Accessed May 20, 2014. http://www.temkinratings.com. See also Beyond Philosophy. 2014. “Global Customer Experience Survey 2012–2013, Executive Summary.” Accessed May 20, 2014. Copy can be requested at http://www.beyondphilosophy.com/thought-leadership/global-leaders-survey/.

11

J.D. Power & Associates. 2005. “J.D. Power and Associates Reports.” March 23. Accessed June 6, 2014. http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2005051.

12

Bain & Company. 2013. “Customer Loyalty in Retail Banking: Global Edition 2013.” November 6. Accessed May 20, 2014. http://www.bain.com/Images/BAIN_REPORT_Loyalty_in_Retail_Banking_2013.pdf.