High-Tech, High-Touch Customer Service

Notes

introduction

1. Textual and geographic characteristics have been altered to avoid identification. The original was at least this extreme.

2. Richard Wiseman, 59 Seconds: Think a Little, Change a Lot (Borzoi Books, New York, 2009), p. 140.

3. If you’re reading the footnotes, you must be the thorough type. So, if you must know: Yes, there was exactly the correlation you might expect.

4. If wandering forests for old fencing and foundations isn’t your thing, you can do it in your armchair in the excellent discussion of these mid-nineteenth-century changes in Bill Bryson’s At Home:A Short History of Private Life (Doubleday, New York, 2010).

chapter 1

1. Accenture Newsroom, “Use of Smartphones by Bargain-Hunting Consumers Is Changing the Customer-Retailer ...