Notes
Part One: The Situation
Welcome to Turbulent Times!
1. Matt Richtel, “Attached to Technology and Paying a Price,” www.nytimes. com, June 6, 2010.
2. Society for New Communications Research, “New Study Indicates Consumers Use Social Media to Share Customer Care Experiences and Research Companies’ Customer Service Reputations,” April 22, 2008.
3. “United Airlines and Consumer Generated Turbulence,” www.nielsen.com/blogs, July 16, 2009.
4. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
5. Ibid.
6. “Forrester Forecast: Online Retail Sales Will Grow to $250B by 2014,” by Erick Schonfeld, March 8, 2010, www.techcrunch.com.
7. See American Express, “Americans Will Spend 9% More with Companies That Provide Excellent Service,” July 7, 2010, http://about.americanexpress.com/news/pr/2010/barometer.aspx (Viewed October 29, 2010)
8. Lora Kolodny, “Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service,” www.techcrunch.com, October 13, 2010.
Chapter 1 How the Service Covenant Became Corrupted
1. Karl Albrecht and Ron Zemke, Service America in the New Economy (New York: McGraw-Hill, 2002), 56-57.
2. Some content in this section was adapted from “Serving the Post-Recession Customer,” by Chip R. Bell, MWorld, Fall 2010, 27-29.
3. Reported in I Live in the Future and Here’s How it Works, by Nick Bilton (New York: Crown Business, 2010), 109.
4. George Santayana, The Life of Reason, Vol. 1, 1905.
5. “Survey: Outsourcing Call Centers Is Bad for the Bottom Line,” Inside Quality Insider, www.qualitydigest.com, August 30, 2010.
6. Ben Mutzabaugh, “Weary of Online Booking, Clients Return to Travel Agents,” USAToday, November 16, 2010, 1.
7. Voltaire, La Begueule (1772).
8. Voltaire, Philosophical Dictionary (1764).
Chapter 2 Picky: Why Today’s Customers Are Finicky
1. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
2. Ibid.
3. Ibid.
4. Accenture. Outlook. Point of View January 2008. http://www.accenture.com/Global/Research and Insights/Outlook (accessed October 19, 2010).
5. Society for New Communications Research. Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media, April, 22, 2008, http://sncr.org/2008/04/22/ (accessed October 19, 2010).
6. Josh Bernoff and Ted Schadler, “Introducing Peer Influence Analysis: 500 billion peer impressions per year,” April 20, 2010, http://forrester.typepad.com/groundswell/2010/04/ (accessed October 8, 2010).
7. Ginger Conlon, “Does Customer Experience Really Matter?” One-to-One Media.com blog, Sept. 27, 2010 at http://www.1to1media.com/weblog/2010/09/ (accessed October 19, 2010).
8. “Customer Experience Impact: North America 2010,” conducted by Harris Interactive and sponsored by RightNow Technologies, www.rightnow.com.
9. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
Chapter 3 Fickle: Why Today’s Customers Are Capricious
1. Accenture Outlook, Point of View, February 2010, http://www.accenture.com/Global/Research_and_Insights/Outlook/POV/Feb2010/customerloyalty.htm.
2. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
3. Accenture Outlook, Point of View, February 2010, http://www.accenture.com/Global/Research_and_Insights/Outlook/POV/Feb2010/customerloyalty.htm.
4. Accenture Institute for High Performance, Business Research Note, March 2008, http://www.accenture.com/Global/Research_and_Insights/InstituteFor-High-Performance/By_Subject/Marketing/ReducingDefection.htm.
5. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
6. Ibid.
7. Ibid.
8. Steve Martin, “An Hour with Steve Martin,” interview on The Charlie Rose Show, December 12, 2007, http://www.charlierose.com/view/interview/8831(accessed October 28, 2010).
9. Marcel Fenez and Marieke van der Donk, “Multiple Business Models: Outlook for Newspapers in the Digital Age,” PricewaterhouseCoopers white, 2009, 33.
Chapter 4 Vocal: Why Today’s Customers Are Noisy
1. 2005 Respond Study, reported at “Capturing Customer Feedback,” Unica, The Marketers Consortium, http://unicashare.typepad.com/share/2006/10/capturing_custo.html (accessed December 8, 2010).
2. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
3. John Blasberg, Vijay Vishwanath, and James Allen, “Tools for Converting Consumers into Advocates,” Strategy and Leadership, March 1, 2008.
4. H.B. Beckman and R.M. Frankel, “The effect of physician behavior on the collection of data,” Annals of Internal Medicine 1984: 101:692–6.
5. Pete Blackshaw, Satisfied Customers Tell Three Friends, Angry Customers Tell 3000: Running a Business in Today’s Consumer-Driven World (New York: Doubleday, 2008), 11.
6. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
7. Ibid.
8. “Think Customers,” The 1 to 1 Blog, 10/21/2010, http://www.1to1media.com/weblog/.
9. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
10. Harris Interactive, Customer Experience Impact Report, reported in TechCrunch. com blog, “82% of Customers Bail on Brands after Bad Service,” by Lora Kolodny, October 13, 2010.
11. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
12. http://www.youtube.com/watch?v=xmpDSBAh6RY (accessed October 8, 2010).
13. The blog by Ben Popken on “The Consumerist” website appeared on July 18, 2006. See http://consumerist.com/2006/07/aol-retention-manual-revealed.html (accessed December 8, 2010).
14. Ibid.
15. Sue Shellenbarger, “Beyond Facebook: The Benefits of Deeper Friendships,” Wall Street Journal, November 10, 2010, D3.
16. For more on the admiral’s story, see James Stockdale, A Vietnam Experience: Ten Years of Reflection (Palo Alto: Board of Trustees of the Leland Stanford Junior University, 1984).
17. Parmy Olson, “A Twitterati Calls Out Whirlpool,” www.forbes.com, September 2, 2009.
18. Society for New Communications Research, “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media,” April, 22, 2008, http://sncr.org/2008/04/22/new-study-indicates-consumers-use-social-media-to-share-customer-care-experiences-and-researchcompanies%E2%80%99-customer-service-reputations/.
19. Christine Mosnik, “Introverts, Extroverts and Communication,” www.suite101.com, March 2, 2010.
20. Amanda Kooser, “New Mexico Tea Company: How Loyal Customers Saved a Business,” AOL Small Business Blog September 12, 2010.
http://smallbusiness.aol.com/2010/09/12/new-mexico-tea-company-how-loyalcustomers-saved-a-business/ (accessed October 19, 2010).
Chapter 5 Vain: Why Today’s Customers Are Self-Centered
1. Zachary Wilson, “Coca-Cola’s 100-Flavor Interactive Freestyle Soda Fountain in Action,” www.fastcompany.com, July 21, 2009.
2. Rimma Katz, “eBay, Amazon Dominate 70 Percent of Mobile Commerce Market: Panelist,” Mobile Commerce Daily, March 5, 2010, www.mobilecommercedaily.com.
3. Quote by John Donahoe from the International Herald Tribune, July 17, 2008, reported on www.genuineseller.com, “John Donahoe Quotes—A Year in Review.”
4. Gwendolyn Bounds, “The Rise of Holiday Me-tailers,” Wall Street Journal, December 8, 2010, p D1.
5. Justina Janusz, “Mini Says a ‘High-Tech Hello’ to Its Drivers,” February 27, 2007, www.forbesautos.com.
6. Ben McConnell, “Extending the personal touch,” www.churchofthecustomer.com, September 30, 2006.
7. “An ‘eHarmony’ of call centers emerges: New method matches each caller with best representative.” By Mary Welch, Atlanta Journal-Constitution, January 2, 2011, D1.
8. Ibid.
9. Marketing Customer Relationships: A Strategic Framework by Don Peppers and Martha Rogers (New York: Wiley, 2011), 287.
10. O.J. Postma and M. Brokke, “Personalization in practice: The proven effects of personalization,” Journal of Database Management 9(2), 2002, 137–42.
11. Asim Ansari and Carl F. Mela, “E-Customization,” Journal of Marketing Research 40 (2), 131–45.
12. Edward C. Malthouse and Ralf Elsner, “Customization with Cross-Basis Sub-Segmentation,” Database Marketing and Customer Strategy Management 14(1), 2006, 40-50.
Part Two: The Resolution
Manifesto: The Wired and Dangerous Link
1. “A Narrative History of Sears,” www.searsarchives.com.
2. Letty Cottin Pogrebin, “What the Pill Did,” www.cnn.com, May 6, 2010.
3. Blackshaw, Pete, Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today’s Consumer-Driven World (New York: Doubleday, 2008), 3.
4. Ibid.
5. Tara Hunt, The Whuffie Factor: Using the Power of Social Networking to Build Your Business (New York: Crown Business, 2009), 4.
6. “From Major to Minor,” The Economist, January 15, 2008 and quoted in Hunt, The Whuffie Factor, p. 12.
7. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
8. Kim Williams, “Dell Hell: The Impact of Social Media on Corporate Communication,” https://learningspaces.njit.edu/elliot/content/dell-hell-impactsocial-media-corporate-communication.
9. The American Customer Satisfaction Index reports scores on a 0–100 scale at the national level and produces indexes for 10 economic sectors, 43 industries (including e-commerce and e-business), and more than 200 companies and federal or local government agencies. The ACSI is managed by the University of Michigan Ross School of Business, www.theacsi.org.
10. Leanne Hoagland-Smith, “Your Company’s Bottom Line Is Tied to Customer Satisfaction,” www.customerservicemanager.com, http://customerservicemanager.com/how-your-companys-bottom-line-is-tied-to-customer-satisfaction.htm (accessed December 12, 2010).
Chapter 6 How the Service Covenant Can Be Rebalanced
1. See, for example, http://www.answers.com/topic/customer-service. Originally quoted in Efraim Turban, Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Prentice Hall, 2002).
2. National Treasure. Jerry Bruckheimer, producer. Walt Disney Pictures, 2004.
Chapter 7 Grounding: How to Balance Yourself for Partnership
1. Some of this content is adapted from Customer Loyalty Guaranteed by Chip R. Bell and John R. Patterson (Avon, MA: Adams Business, 2007).
Chapter 8 Connection: How to Help Customers Feel Like Partners
1. See, for example, http://images.businessweek.com/ss/10/02/0218_customer_service_champs/1.htm.
2. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
3. Ibid.
Chapter 9 Bad Connections: How to Turn Angry Customers into Partners
1. Valarie A. Zeithaml, A. Parasuraman, and Leonard Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990), 126.
2. Ron Zemke and Chip R. Bell, Knock Your Socks Off Service Recovery (New York: AMACOM Books, 2000), 47.
3. Jeffrey Henning, “The Service Recovery Paradox: No Excuse for Bad Service.” www.vovici.com July 13, 2010. Based on Stefan Michel and Matthew L. Meuter (2008), “The Service Recovery Paradox: True But Overrated?” International Journal of Service Industry Management 19(4).
Chapter 10 Wireless Connections: How to Partner with Customers via the Internet
1. Albert Mehrabian, Silent Messages: Implicit Communication of Emotions and Attitudes (Belmont, CA: Wadsworth, 1981). Currently distributed by Albert Mehrabian, email: [email protected].
2. Ibid.
3. Log on to www.davecarrollmusic.com for a listen as well as the detailed version of his side of the story.
4. Courtesy of Convergsys 2010 Customer Scorecard Research. www.convergsys.com/research. Used with permission.
5. Ibid.
6. Ibid.
7. Chris Walters, “Dave Carroll Says No to Guitar Hush Money from United,” www.theconsumerist.com, July 10, 2009.
8. Robert Spector, Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers (New York: Perseus Publishing, 2002), 60.
9. Lisa Arthur, “Have No Fear, Let Customers Control Your Brand,” Think Customers: The 1to1 Blog, September 12, 2010, http://www.1to1media.com/weblog/2010/09/guest_blogger_lisa_arthur_have.html (accessed October 11, 2010).
10. Mila d’Antonio, “Mountain Dew Hands Over Its Brand to Fans,” 1 to 1 Magazine, September 2010, http://www.1to1media.com/View.aspx?docid=32519. See also www.dewmocracymediahub.com
11. Lisa Arthur, op. cit.
12. Ellen Davis, “eBay CEO Discusses Mobile, Customer Feedback and Embracing Competition,” www.shop.org, September, 23, 2009.
13. See http://www.blogs.marriott.com/.
14. Dan Greenfield, “United Airlines Online Public Response to Dave Carroll,” www.socialmediatoday.com, July 13, 2009, http://socialmediatoday.com/SMC/109126 (accessed October 11, 2010).
15. See www.taylorguitars.com.
16. Jon Swartz, “Social Media Like Twitter Change Customer Service,” USA Today, November 11, 2009.
17. Tina Waters, SVP Human Performance-NCO, Comcast, correspondence with authors, September 22, 2010.
Chapter 11 Congruence: How to Get the Service Setting in Balance
1. Christopher Meyer and Andre Schwager, “Understanding Customer Experience,” Harvard Business Review, February 2007, http://hbr.org/2007/02/understanding-customer-experience/ar/1 (accessed October 13, 2010).
2. The Miller Brothers example here is adapted from a similar one in our book Take Their Breath Away: How Imaginative Service Creates Devoted Customers (New York: Wiley, 2009).
3. Richard Bandler and John Grinder, The Structure of Magic, Vol. I: A Book about Language and Therapy (Palo Alto, CA: Science and Behavior Books, 1975).
4. Seth Godin, “Don’t Forget About Color,” August 30, 2010, http://sethgodin.typepad.com/seths_blog/2010/08/index.html (accessed October 13, 2010). Also see www.sethgodin.com.
5. “Customer Service Goes Holographic,” www.feedlbitz.com, February 1, 2011, p.1.
6. Valarie A. Zeithaml, A. Parasuraman and Leonard Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990), 25.
7. “Yakety Yak,” words and music by Jerry Lieber and Mike Stoller, Copyright ©1958 Sony/ATV Music Publishing LLC, Copyright renewed, All Rights Administered by Sony/ATV Music Publishing LLC, 8 Music Square West, Nashville, TN 37203, International Copyright Secured, All Rights Reserved, Reprinted by permission of Hal Leonard Corporation.
8. Courtesy of Convergys 2010 Customer Scorecard Research. www.convergys.com/research. Used with permission.
Chapter 12 Acumen: How to Keep the Customer Relationship in Balance
1. Chris Snyder, “Amazon ‘Glitch’ Delists Gay-Themed Books, Interwebs Cry Foul,” Wired Epicenter, April 13, 2009, http://www.wired.com/epicenter/2009/04/amazon-sales-ra/#ixzz136qptook (accessed October 13, 2010).
2. Ted Levitt, “After the Sale Is Over,” Harvard Business Review 61(5), (September-October 1983), 88–94.
3. Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose (New York: Business Plus, 2010), 143.
4. William C. Taylor, “Get Out of That Rut and into the Shower,” New York Times, August 13, 2006.
5. Outlook Point of View, February 2010, 1, http://www.accenture.com/Global/Research_and_Insights/Outlook/POV/Feb2010/customerloyalty.htm.
6. Stephen R. Covey, The Seven Habits of Highly Effective People (New York: Simon & Schuster, 1989), 287.
Flash Drive
Tools
1. Example adapted from a similar one in Service Magic: How to Amaze Your Customers by Ron Zemke and Chip R. Bell (Chicago: Dearborn Trade, 2003).
2. Bill Marriott endorsement of Dance Lessons: Six Steps to Great Partnerships in Business and Life, by Chip Bell and Heather Shea (San Francisco: Berrett-Koehler, 1998).
3. Peter Block. Stewardship: Choosing Service over Self-Interest (San Francisco: Berrett-Koehler, 1993), 29.
4. “Texas” Bix Bender, Don’t Squat With Yer Spurs On! A Cowboy’s Guide to Life (Layton, UT: Gibbs Smith, 1992), 46.
5. Quote by Enrique Esparza, an eyewitness to the siege of the Alamo, in Randell Jones, In the Footsteps of Davy Crockett (Winston-Salem, NC: John F. Blair, Publisher, 2006), 230.
6. John Bernoff and Ted Schadler, Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Boston: Harvard Business Press, 2010), 7.
7. Leonard L. Berry. Discovering the Soul of Service (New York: The Free Press, 1999), 233.
8. The quotation from William James comes from The Principles of Psychology Vol. 1, written in 1890. A 2007 paperback reprint edition was published by Cosimo (New York); see www.cosimo.com.