NOTES
Introduction
1. Jeane Bliss, “Connecting with Customers,” Chief Executive, July–August 2006, http://www.chiefexecutive.net/ME2/Segments/Publications/Print.asp?Module=Publications::Article&id=BB98F27ABCF04699A83BB7A6BFA2D671 (accessed December 28, 2007).
2. Customer Experience Impact Report, RightNow Technologies, August 2007, http://www.rightnow.com/pdf/whitepapers/CEI-2007.pdf (accessed December 28, 2007).
3. “BBB Reports Nearly One in Five Adult Americans’ Trust in Business Decreased in Past Year,” Better Business Bureau, 2007; detailed survey results are available at http://www.bbb.org/trustindex (accessed January 11, 2008).
4. For a complete discussion, see Stephen L. Vargo et al., “Satisfiers, Dissatisfiers, Criticals, and Neutrals: ...
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