1.12　尾注

[1] American Express, “American Express 2017 Customer Service Barometer,” https://amex.co/2VVRvqD.

[2] Devon McGinnis, “Research Shows Customer Loyalty Hangs in the Balance: ‘State of the Connected Customer Report’,” Salesforce, October 24, 2016, https://sforce.co/2JHJP9V.

[3] David Clarke and Ron Kinghorn, Experience Is Everything: Here’s How to Get It Right (New York: PwC, 2018), https://pwc.to/2XagMio.

[4] American Express, “American Express 2017 Customer Service Barometer,” https://amex.co/2VVRvqD.

[5] Chris Bucholtz, “The $62 Billion Customer Service Scared Away” (NewVoiceMedia blog), http://bit.ly/2Xafrbd.

[6] Knowledge@Wharton, “Connecting Marketing Metrics to Financial Consequences,” November 17, 2004, https://whr.tn/2WcXIU7.

[7] RightNow Technologies (later acquired by Oracle), “2011 Customer Experience Impact Report Getting to the Heart of the Consumer and Brand Relationship,” http://bit.ly/2WsfYZa.

[8] Colin Shaw, The DNA of Customer Experience: How Emotions Drive Value (New York: Palgrave Macmillan, 2007).

[9] Irving Wladawsky-Berger, “Customer Experience Is the Key Competitive Differentiator in the Digital Age,” Wall Street Journal, April 20, 2018, https://on.wsj.com/2HEwqNw.

[10] Elle Hunt, “Can You Really Save for a Deposit by Ditching Coffee and Toast?” The Guardian, January 29, 2018, http://bit.ly/30OqgBY.

[11] Daniel Schorn, “Howard Schultz: The Star of Starbucks,” CBS News, April 21, 2006, https://cbsn.ws/2I89l58.

[12] Jeff Bezos annual letter to shareholders 2012, http://bit.ly/2VSx8e8.

[13] Mike Cane, “Steve Jobs Insult Response,” posted June 8, 2011, http://bit.ly/2Xitw6N.

[14] CB Insights, “21 Lessons from Jeff Bezos’ Annual Letters to Shareholders,” October 16, 2018, http://bit.ly/2I6BY2B.

[15] Chris Matyszczyk, “Why Apple Keeps Winning in Style,” CNET, February 1, 2015, https://cnet.co/2worGFt.