END NOTES

CHAPTER 1

1.“New Oracle Global Research Study Finds That Brands Could Lose up to 20% of Revenue Due to Poor Customer Experiences, Yet Many Struggle to Develop Successful Strategies,” http://www.oracle.com/us/corporate/press/1903222.

2.Help Scout, “75 Customer Service Facts, Quotes & Statistics: How Your Business Can Deliver With the Best of the Best,” www.helpscout.net/75-customer-service-facts-quotes-statistics/.

3.“Mobile Search Moments: Understanding How Mobile Drives Conversions,” Life360 Presentation, March 2013, ssl.gstatic.com/think/docs/creating-moments-that-matter_research-studies.pdf.

4.“Micro-Moments,” Think with Google (blog), www.thinkwithgoogle.com/collections/micromoments.html.

5.Harvard Business Review Staff, “Cooks Make Tastier Food When They Can See Their Customers,” Harvard Business Review, November 2014, hbr.org/2014/11/cooks-make-tastier-food-when-they-can-see-their-customers.

CHAPTER 3

1.Ruby Newell-Legner, “Understanding Customers,” cited in 75 Customer Service Facts, Quotes & Statistics: How Your Business Can Deliver With the Best of the Best, www.helpscout.net/75-customer-service-facts-quotes-statistics/.

2.American Express Survey, 2011, cited in 75 Customer Service Facts.

3.Henrik Bresman, “What Millennials Want from Work, Charted Across the World,” Harvard Business Review, February 23, 2015, hbr.org/2015/02/what-millennials-want-from-work-charted-across-the-world.

4.White House Office of Consumer Affairs, cited in 75 Customer Service Facts.

5.Ibid.

6.Marketing Metrics, cited in 75 Customer Service Facts.

CHAPTER 7

1.“Zero Moment of Truth (ZMOT),” Think With Google (blog), www.thinkwithgoogle.com/collections/zero-moment-truth.html.

CHAPTER 11

1.Aaron E. Carroll, “To Be Sued Less, Doctors Should Consider Talking to Patients More,” New York Times, June 1, 2015, www.nytimes.com/2015/06/02/upshot/to-be-sued-less-doctors-should-talk-to-patients-more.html?_r=0.