NOTES

PAGE 2 Szkutak quote: “How Amazon Trained Its Investors to Behave,” by Justin Fox, HBR, January 30, 2013.

24 Muccino quote: “The Future of Retail,” Alfredo Muccino and Emily Buccholtz, Liquid Agency website, http://www.liquidagency.com/brand-exchange/retail-is-dating/

25 A recent study of the S&P 500: “4 Key Reasons Why Branding Is Important,” by Melissa Mazzoleni, HOW, December 4, 2014.

30 Drucker quote: Management, by Peter F. Drucker (HarperBusiness, 1973).

37 Ritz motto: www.ritzcarlton.com/en/corporate/goldstandards/

37 Dell purpose: www.dell.com/learn/us/en/uscorp1/purpose-and-values

38 P&G purpose: www.pg.com/translations/pvp_pdf/english_PVP.pdf

68 Ritz-Carlton credo: www.ritzcarlton.com/en/corporate/goldstandards

70 Transcendent customer experiences: “Transcendent customer experiences and brand community,” by Schouten, McAlexander, and Koenig, Journal of the Academy of Marketing Science, May 9, 2007.

76 Forrester Research Customer Service Index: http://www.mycustomer.com/blogs-post/customer-experience-uk-and-beyond/167258

76 Customer service leaders outstrip the S&P 500: “The 2014 Customer Experience ROI Study,” by Jon Picoult, www.watermarkconsult.net/blog

77 Siegel+Gale survey: http://www.siegelgale.com/media_mention/ryanair-named-second-worst-brand-world-customer-service

80 Customers want five things: Decoding the New Consumer Mind, by Kit Yarrow (Jossey-Bass, 2014).

80 Ryan Martin, rage of strangers: “Clicking Their Way to Outrage,” by Teddy Wayne, The New York Times, July 3, 2014.

81 Subscriber happiness: “A Resurgent Netflix Beats Projections, Even Its Own,” by Brian Stelter, The New York Times, January 23, 2013.

83 Y&R’s Brand Asset Valuator: Decoding the New Consumer Mind, by Kit Yarrow (Jossey-Bass, 2014).

91 Return on design investment: http://www.dmi.org/?DesignValue

105 Martin Weigel quote: “Your Brand Is Software, Not a Person,” by Martin Weigel, martinweigel.org, October 14, 2014.

124 Meaningful Brands Index: http://www.havasmedia.com/press/press-releases/2013/meaningful_brands_beat_stock_market

125 Stengel 50: http://www.jimstengel.com/grow/research-validation