NOTES

SECTION I

Chapter 1

     1. Robert Putnam, Bowling Alone: The Collapse and Revival of American Community (New York: Touchstone Books, 2001) (http://bowlingalone.com).

     2. Vindu Goel, “G.M. Uses Social Media to Manage Customers and Its Reputation,” New York Times, March 24, 2014, accessed September 7, 2014, http://www.nytimes.com/2014/03/24/business/after-huge-recall-gm-speaks-to-customers-through-social-media.html?_r=0.

     3. Emily Steel, “‘Ice Bucket Challenge’ Has Raised Millions for ALS Association,” New York Times, August 17, 2014, accessed August 24, 2014, http://www.nytimes.com/2014/08/18/business/ice-bucket-challenge-has-raised-millions-for-als-association.html.

Chapter 2

     1. “About IMVU,” accessed August 26, 2014, http://www.imvu.com/about/.

     2. Conversation with Cary Rozenzweig, May 22, 2014.

Chapter 3

     1. Gail Sullivan, “Facebook Responds to Criticism of Its Experiment on Users,” Washington Post, June 30, 2014, accessed August 25, 2014, http://www.washingtonpost.com/news/morning-mix/wp/2014/06/30/facebook-responds-to-criticism-of-study-that-manipulated-users-news-feeds/.

SECTION II

Chapter 4

     1. Conversation with Kevin Donnellan and Lynn Mento, October 22, 2014.

     2. (Time McDonald).

Chapter 6

     1. Conversation with Camille Watson, May 30, 2014.

     2. Lithium website, accessed August 26, 2014, http://www.lithium.com/company/.

     3. Conversation with Michael Wu, May 23, 2014.

     4. Michael Wu, “The 90-9-1 Rule in Reality,” Science of Social Blog, September 14, 2012, accessed August 26, 2014, http://community.lithium.com/t5/Science-of-Social-blog/The-90-9-1-Rule-in-Reality/ba-p/5463.

     5. Conversation with Jimi Letchford, October 30, 2014.

     6. Katie Steinmetz, “Here’s What Happened When I Tried a Children’s Weight-Loss App,” Time, July 29, 2014, accessed August 21, 2014. https://kurbo.com/.

     7. Conversation with Dawn Sweeney, August 1, 2014.

     8. Conversation with Chris McGill, May 30, 2014.

Chapter 8

     1. John Borland, “Napster Reaches Settlement with Publishers,” CNET, September 24, 2001, accessed September 2, 2014, http://news.cnet.com/2100-1023-273394.html.

     2. Julianne Pepitone, “Today Is Napster’s Last Day of Existence,” CNN, November 30, 2011, accessed September 2, 2014, http://money.cnn.com/2011/11/30/technology/napster_rhapsody.

Chapter 9

     1. Conversation with Allen Blue, June 16, 2014.

     2. Conversation with Michael Geller, August 4, 2014.

     3. Conversation with Tien Tzuo, July 24, 2014.

     4. Conversation with David Werdiger, June 18, 2014.

     5. Conversation with Jamie Beckland, August 4, 2014.

Chapter 10

     1. “Vine Your Disney Side,” accessed September 4, 2014, http://disneysidecontest.com.

     2. Conversation with Gene Hoffman, July 2, 2014.

     3. Conversation with Gene Hoffman, July 2, 2014.

SECTION III

     1. Verónica Maria Jarski, “Surprising Facts About Customer Loyalty Marketing,” August 6, 2013, accessed August 26, 2014, http://www.marketingprofs.com/chirp/2013/11338/surprising-facts-about-customer-loyalty-marketing-infographic.

Chapter 11

     1. Adam Lashinsky, “Why SurveyMonkey Is Holding Off on an IPO,” Fortune, January 17, 2013, accessed August 23, 2014, http://fortune.com/2013/01/17/why-surveymonkey-is-holding-off-on-an-ipo/.

     2. Conversation with Tim Maly, June 17, 2014.

     3. Conversation with Vineet Jain, August 23, 2014.

     4. Susan Schena, “Tech Firm Egnyte Moves into New 30,000-Sq.-Ft. Headquarters in Mountain View,” Patch, May 20, 2014, accessed August 26, 2014, http://patch.com/california/mountainview/tech-firm-egnyte-moves-into-new-30000sqft-headquarters-in-mountain-view#.

     5. Arik Hesseldahl, “Egnyte Barges into Crowded Corporate Cloud Business,” May 23, 2014, accessed August 26, 2014, http://recode.net/2014/05/23/egnyte-barges-into-crowded-corporate-cloud-business/.

     6. Conversation with Vineet Jain, August 23, 2014.

Chapter 12

     1. Conversation with Allen Blue, June 16, 2014.

     2. “Match.com Fact Sheet 2014,” accessed September 2, 2014, http://match.mediaroom.com/index.php?s=30440.

     3. Conversation with Fran Maier, August 27, 2014.

     4. Craig Smith, “By the Numbers: 100 Amazing LinkedIn Statistics,” August 24, 2014, accessed September 2, 2014, http://expandedramblings.com/index.php/by-the-numbers-a-few-important-linkedin-stats.

     5. Conversation with Joff Redfern, June 9, 2014.

     6. Jon Swartz, “LinkedIn Reports Loss Despite 46% Jump in Revenue,” USA Today, May 1, 2014, accessed August 26, 2014, http/www.usatoday.com/story/tech/2014/05/01/linkedin-results.

     7. Conversation with Bob Baxley, August 17, 2014.

     8. Cat Zakrzewski, “Women Use Pinterest, but They Don’t Run It,” TechCrunch, July 24, 2014, accessed August 26, 2014, http://techcrunch.com/2014/07/24/women-use-pinterest-but-they-dont-run-it.

     9. “Top 7 Social Media Sites from January to June 2014,” StatCounter Global Stats, accessed January 16, 2015, http://gs.statcounter.com/all-social_media-ww-monthly-201401-201406-bar.

Chapter 13

     1. Verónica Maria Jarski, “Surprising Facts About Customer Loyalty Marketing [Infographic],” August 6, 2013, accessed August 26, 2014, http://www.marketingprofs.com/chirp/2013/11338/surprising-facts-about-customer-loyalty-marketing-infographic.

     2. Cameron Graham, “Study: Why Customers Participate in Loyalty Programs,” July 23, 2014, accessed August 26, 2014, http://technologyadvice.com/gamification/blog/why-customers-participate-loyalty-programs.

     3. Howard Schultz, Pour Your Heart Into It (New York: Hyperion, 1999).

     4. Ric Garrido, “Colloquy.com Estimates U.S. Consumers Loyalty Program Points Value,” Boarding Area blog, May 7, 2014, accessed August 28, 2014, http://loyaltytraveler.boardingarea.com/2011/05/07/colloquy-com-estimates-u-s-consumers-loyalty-program-points-value/.

     5. Michael Bush, “Why Harrah’s Loyalty Effort Is Industry’s Gold Standard,” October 5, 2009, accessed August 26, 2014, http://adage.com/article/news/harrah-s-loyalty-program-industry-s-gold-standard/139424/.

     6. Caesars Entertainment, 2012 Colloquy Loyalty Awards, December 13, 2013, accessed August 26, 2014, https://www.youtube.com/watch?v=RSSXf_etugw&feature=youtube.

Chapter 14

     1. Conversation with Elizabeth Crosta, June 27, 2014.

     2. Conversation with Lindsay Pedersen, June 13, 2014.

     3. Conversation with Iniko Basilio, June 3, 2014.

     4. T-Mobile U.S. First Quarter 2014 Earnings Release, T-Mobile U.S., May 1, 2014, accessed August 26, 2014, http://newsroom.t-mobile.com/news/t-mobile-us-reports-first-quarter-2014-results-and-best-ever-quarterly-performance-in-branded-postpaid-net-customer-additions.htm.

Chapter 15

     1. Bonnie Eslinger, “Kepler’s Enters New Era with Owner’s Retirement,” San Jose Mercury News, January, 31, 2012, accessed August 26, 2014, http://www.mercurynews.com/peninsula/ci_19855156?source=rss.

     2. Some of Weiss’s most popular books include Getting Started in Consulting, Million Dollar Consulting, Money Talks: How to Make a Million as a Speaker and Value-Based Fees: How to Charge—and Get—What You’re Worth.

     3. “Alan’s Forums,” http://www.alansforums.com.

Chapter 16

     1. Jim Hammerand, “Ahni & Zoe (formerly Creative Memories) Is Shutting Down in U.S. and Canada,” August 5, 2014, accessed August 27, 2014, http://www.bizjournals.com/twincities/news/2014/08/05/ahni-zoe-creative-memories-shutting-down.html.

     2. Conversation with Cathi Nelson, July 7, 2014.

     3. “Policies,” accessed August 26, 2014, http://www.sierraclub.org/policy.

     4. Conversation with Michelle Epstein, June 20, 2014.

     5. Conversation with Michelle Epstein, June 20, 2014.

     6. Peter Murray, “The Secret of Scale,” Stanford Social Innovation Review, Fall 2013, accessed August 26, 2014, http://www.ssireview.org/articles/entry/the_secret_of_scale.

SECTION IV

Chapter 17

     1. Conversation with Allen Blue, June 16, 2014.

     2. Conversation with Alex Benn, May 15, 2014.

     3. Katharine Kaplan, “Facemash Creator Survives Ad Board,” The Harvard Crimson, November 19, 2003, accessed August 24, 2014, http://www.thecrimson.com/article/2003/11/19/facemash-creator-survives-ad-board-the/.

Chapter 18

     1. “About Pandora,” accessed August 28, 2014, http://www.pandora.com/about.

     2. Erick Schonfeld, “With 80 Million Users, Pandora Files to Go Public,” TechCrunch, February 11, 2011, accessed August 28, 2014, http://techcrunch.com/2011/02/11/pandora-files-to-go-public/.

     3. Joan E. Solsman, “Like a Rolling Milestone: Pandora Hits 250M Registered Users,” CNET, February 27, 2014, accessed August 27, 2014, http://www.cnet.com/news/like-a-rolling-milestone-pandora-hits-250m-registered-users/.

     4. Conversation with Tim Westergren, July 8, 2014.

     5. Conversation with Leyla Seka, September 4, 2014.

     6. Conversation with Leyla Seka, September 4, 2014.

     7. “Salesforce.com Named World’s Most Innovative Company by Forbes Magazine for a Record Fourth Consecutive Year,” August 20, 2014, PRNewswire, accessed September 4, 2014, http://news.morningstar.com/all/pr-news-wire/20140820SF94598/salesforcecom-named-worlds-most-innovative-company-by-forbes-magazine-for-a-record-fourth-consecutive-year.aspx.

Chapter 19

     1. Conversation with David Kirchhoff, June 19, 2014.

     2. Matthew Denos, “A Weight Watchers Case Study: How Smart Marketing Pays Off,” MarketingProfs, March 28, 2013, accessed August 27, 2014, http://www.marketingprofs.com/articles/2013/10422/a-weight-watchers-case-study-how-smart-marketing-pays-off.

     3. Maisie McCabe, “News Corp Promotes Katie Vanneck-Smith to MD of Dow Jones,” Campaign Live, June 25, 2013, accessed August 28, 2014, http://www.campaignlive.co.uk/news/1300539/.

     4. Ben Somerset, “Market Leader Interview—Katie Vanneck-Smith, Chief Marketing Officer of News International (NI),” Creative Brief Blog, June 25, 2013, accessed August 28, 2014, http://www.creativebrief.com/blog/2013/06/25/market-leader-interview-%E2%80%93-katie-vanneck-smith-chief-marketing-officer-of-news-international-ni/.

     5. Tien Tzuo, Zuora and Katie Vannek-Smith, “Digital Media and the Art of Engagement,” Wired.com, July 14, 2014, accessed August 28, 2014, http://innovationinsights.wired.com/insights/2014/07/digital-media-art-engagement/.

     6. http://thebrainscoop.tumblr.com/post/51777406956/im-not-sure-that-excited-even-begins-to-cover-it.

Chapter 20

     1. Stephen Shankland, “Despite Complaints, Most Adobe Creative Cloud Subscribers Plan to Renew,” CNET, March 13, 2014, accessed August 28, 2014, http://www.cnet.com/news/despite-complaints-most-adobe-creative-cloud-subscribers-plan-to-renew/.

     2. Conversation with John Kremer, October 17, 2014.

     3. Fredric Paul, “Inside Intuit: How A Software Kingpin Is Remaking Itself for Mobile & Services,” September 19, 2012, accessed August 28, 2014, http://readwrite.com/2012/09/19/inside-intuit-how-a-software-kingpin-is-remaking-itself-for-mobile-services.

     4. Michael Liedtke, “Growth Spurt at Intuit,” Los Angeles Times, August 26, 2002, accessed http://articles.latimes.com/2002/aug/26/business/fi-intuit26.

     5. Hal Gregersen, “How Intuit Innovates by Challenging Itself,” HBR Blogs, February 6, 2014, accessed August 28, 2014, http://blogs.hbr.org/2014/02/how-intuit-innovates-by-challenging-itself/.

     6. M. G. Siegler, “Woot’s Deal of the Day: Woot!—Amazon Buys It. Price? $110 Million,” TechCrunch, June 30, 2010, accessed August 28, 2014, http://techcrunch.com/2010/06/30/woot-amazon/.

Chapter 21

     1. Clayton M. Christensen, The Innovator’s Dilemma: When New Technologies Cause Great Firms to Fail, Cambridge, MA: Harvard Business Press (1997), http://books.google.com/books/about/?id=SIexi_qgq2gC.

     2. “About LinkedIn,” 2014, accessed August 31, 2014, http://press.linkedin.com/about.

     3. “Social Usage Involves More Platforms, More Often,” July 2, 2013, accessed September 2, 2014, http://www.emarketer.com/Article/Social-Usage-Involves-More-Platforms-More-Often/1010019.

     4. Conversation with Sarah White, August 28, 2014.

     5. Conversation with Allen Blue, June 16, 2014.

     6. Brian Chesky, “Belong Anywhere, Airbnb Blog, July 16, 2014, accessed August 28, 2014, http://blog.airbnb.com/belong-anywhere/.

     7. Austin Carr, “What Hotel Operators Really Think of Airbnb,” Fast Company, March 20, 2014, http://www.fastcompany.com.