NOTES
CHAPTER 1
1. Christopher Steiner, “Meet the Fastest Growing Company Ever,” Forbes, August 12, 2010, www.forbes.com/forbes/2010/0830/entrepreneurs-groupon-facebook-twitter-next-web-phenom.html.
2. “Groupon Vouchers Decision Cost Berkshire Business Thousands,” BBC News, November 18, 2011, www.bbc.co.uk/news/uk-england-berkshire-15791507.
3. Noah Fleming, “How Groupon Can Save Itself,” Fast Company, www.fastcompany.com/3001656/how-groupon-can-save-itself.
4. Jay R. Galbraith, Designing the Customer-Centric Organization (San Francisco: Jossey-Bass, 2005), p.6.
5. Ranjay Gulati, “Inside Best Buy’s Customer-Centric Strategy,” Harvard Business Review, http://blogs.hbr.org/hbsfaculty/2010/04/inside-best-buys-customer-cent.html.
6. Peter Fader, Customer Centricity: Focus on the Right Customers for Strategic Advantage (Philadelphia: Wharton Digital Press, 2012), p. 39.
7. Peter Drucker, Concepts of the Corporation (New York: John Day Company, 1946).
8. For a more detailed explanation of CLV, see Dimitri Maex’s Sexy Little Numbers: How to Grow Your Business Using the Data You Already Have (New York: Crown Business, 2013).
1. Erik Wemple, “Warren Buffet Buys Newspapers. Is He Nuts?” The Washington Post, May 17, 2012, www.washingtonpost.com/blogs/erik-wemple/post/warren-buffett-buys-newspapers-is-he-nuts/2012/05/17/gIQAksMNWU_blog.html.
2. Richard Blackden, “Warren Buffett Tells Omaha Gathering He May Buy More Newspapers,” The Telegraph, May 5, 2012, www.telegraph.co.uk/finance/newsbysector/banksandfinance/9248362/Warren-Buffett-tells-Omaha-gathering-he-may-buy-more-newspapers.html.
3. Chip Heath and Dan Heath, Made to Stick (New York: Random House, 2007), p. 56, explaining why a small-town local newspaper is so popular.
4. Some interesting thoughts from Hoover Adams on the importance of community are cited in his obituary. See Rob Christenen, “Hoover Adams, Editor of Dunn’s Daily Record, Has Died,” Newsobserver.com, July 16, 2012, www.newsobserver.com/2012/07/16/2202255/hoover-adams-editor-of-dunns-daily.html#storylink=cpy.
5. John Donne’s “Devotions upon Emergent Occasions, Meditation XVII,” published in 1624, contains this famous “No Man Is an Island” passage; see http://web.cs.dal.ca/~johnston/poetry/island.html.
6. Customer-written review, Amazon.com, August 20, 2013, www.amazon.com/review/R3PECWYG0AR1MG/ref=cm_cr_pr_viewpnt#R3PECWYG0AR1MG.
CHAPTER 3
1. As of this writing, Amazon is the sixth most visited website on the Internet, according to Alexa, a company that provides commercial web traffic data; see www.alexa.com/siteinfo/amazon.com.
2. Peter Burrows, “Voices of the Innovators: The Seeds of Apple’s Innovation,” Businessweek, October 12, 2004, www.businessweek.com/print/bwdaily/dnflash/oct2004/nf20041012_4018_db083.htm?chan=gl.
3. Phred Dvorak, Suzanne Vranica, and Spencer E. Ante, “BlackBerry Maker’s Issue: Gadgets for Work or Play?” The Wall Street Journal, September 30, 2011, online.wsj.com/news/articles/SB10001424052970204422404576597061591715344.
4. Facebook newsroom statistic, https://newsroom.fb.com/key-Facts.
5. Catharine Smith, “Burglary Ring Uses Facebook to Target Victims,” The Huffington Post, September 11, 2010, www.huffingtonpost.com/2010/09/11/burglary-ring-targets-fac_n_712629.html.
6. “Omote-ura: Public and Private Faces,” Nakasendoway, www.nakasendoway.com/?page_id=1442.
7. “Chefs League Table: Jamie Oliver’s 40% Leap in Wealth Makes Him the World’s Richest Cook,” This Is Money, April 30, 2012, www.thisismoney.co.uk/money/celebritymoney/article-2137426/Jamie-Olivers-40-leap-wealth-makes-worlds-richest-chef—Rich-List-rankings.html.
8. “Jamie Oliver Overtakes Businesswomen on the Rich List of Bestselling Authors,” April 13, 2013, The Times, www.thetimes.co.uk/tto/arts/books/article3738308.ece.
9. “Jamie Oliver FRV Brand Guidelines,” issuu.com/bellfrog/docs/jamie-oliver-frv-brand-guidelines.
10. MGO: Proud to Be Boring Accountants, www.mgocpa.com/go/mgo/about-mgo/.
11. Peter Drucker, Management Revised Edition (New York: Harper Business, 2008), p. 64.
CHAPTER 4
1. The estimate of 8,500 CrossFit gyms comes from a map of affiliate locations at http://map.crossfit.com. Note: CrossFit does not require its affiliates to report membership numbers.
2. Alan Weiss, “Tribalism Versus Community,” Alan’s Blog, September 18, 2012, www.contrarianconsulting.com/tribalism-versus-community/.
3. Benoit Denizet-Lewis, “The Man Behind Abercrombie & Fitch,” Salon, January 24, 2006, www.salon.com/2006/01/24/jeffries/.
4. Michael Thrasher, “How Consumers Fell In and Out of Love with Abercrombie & Fitch,” Business Insider, July 10, 2013, www.businessinsider.com/the-rise-and-fall-of-abercrombie-and-fitch-2013-7.
5. “Abercrombie & Fitch Turns a New Cheek,” Examiner.com, November 21, 2013, http://www.examiner.com/article/abercrombie-fitch-turns-a-new-cheek.
6. Anna Prior and Ben Fox Rubin, “Abercrombie & Fitch’s Profit Falls,” The Wall Street Journal, February 26, 2014, online.wsj.com/news/articles/SB10001424052702304709904579406792069595358.
7. Greg Glassman, “Understanding CrossFit,” The CrossFit Journal 56 (April 2007), p. 1, http://library.crossfit.com/free/pdf/56-07_Understanding_CF.pdf.
CHAPTER 5
1. Chipolte corporate website, www.chipotle.com/en-us/restaurants/the_chipotle_experience/the_chipotle_experience.aspx.
2. “Chipotle Mexican Grill, Inc. Announces Fourth Quarter and Full Year 2013 Results,” news release, January 30, 2014, http://ir.chipotle.com/phoenix.zhtml?c=194775&p=irol-newsArticle_print&ID=1895464&highlight=.
3. Christine Lagorio-Chafkin, “Resistance Is Futile,” Inc., http://www.inc.com/magazine/201307/christine-lagorio/uber-the-car-service-explosive-growth.html.
CHAPTER 6
1. Robert Lauterborn, “New Marketing Litany: Four Ps Passé: C-Words Take Over,” Advertising Age 61, no. 41 (1990), p. 26.
2. Philip Kotler, Kotler On Marketing: How to Create, Win, and Dominate Markets (New York: Simon & Schuster, 1999).
3. Carol S. Pearson, Awakening the Heroes Within: Twelve Archetypes to Help Us Find Ourselves and Transform Our World (New York: HarperCollins, 1991).
CHAPTER 7
1. “Zappos’ 10-Hour Long Customer Service Call Sets Record,” The Huffington Post, December 21, 2012, /www.huffingtonpost.com/2012/12/21/zappos-10-hour-call_n_2345467.html.
2. LoyaltyOne Inc. profile, InsideView, www.insideview.com/directory/loyaltyone-inc.
3. Kim Bhasin, “Starbucks Exec: ‘We Know Who You Are, We Know How You’re Different from Others,’” March 25, 2013, www.businessinsider.com/starbucks-exec-on-loyalty-card-data-tracking-2013-3.
4. Daniel Pink, Drive: The Surprising Truth About What Motivates Us (New York: Riverhead Books, 2009), p. 204.
CHAPTER 8
1. Clare O’Connor, “Fourth Time’s a Charm: How Donald Trump Made Bankruptcy Work for Him,” Forbes, April 29, 2011, http://www.forbes.com/sites/clareoconnor/2011/04/29/fourth-times-a-charm-how-donald-trump-made-bankruptcy-work-for-him/.
2. Tony Hsieh, Delivering Happiness (New York: Business Plus, 2010), p. 147. This advice is listed among the “Top 10 Ways to Instill Great Customer Service into Your Company.”
3. “Sprint Customers Terminated for Complaining Too Much Were Scamming Sprint for Free Service,” Consumerist.com, July 11, 2007, http://consumerist.com/2007/07/11/sprint-customers-terminated-for-complaining-too-much-were-scamming-sprint-for-free-service/.
4. “Amazon Banning Customers for Excessive Returns/Complaints,” Blu-ray.com, August 24, 2012, http://forum.blu-ray.com/showthread.php?t=203808.
5. Maddox, “Planning a Trip with Orbitz? Check the Fine Print for: Bullshit,” http://www.thebestpageintheuniverse.net/c.cgi?u=orbitz_blows.
6. Michael Basch, Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Upper Saddle River, NJ: Prentice Hall, 2003).
CHAPTER 10
1. Martin E. P. Seligman, Ph.D., Authentic Happiness: Using the New Positive Psychology to Realize Your Potential for Lasting Fulfillment (New York: Atria Books, 2004), p. 7.
AFTERWORD
1. Sam Walton, Made in America: My Story (New York: Bantam Books, 1993), p. 229.
2. Ibid., p. 228.
3. Russell Conwell, “Acres of Diamonds,” (speech), available in its entirety at http://www.temple.edu/about/history/acres-diamonds.