Chapter 1: Introduction

1 Leonardo da Vinci (1452–1519), an Italian artist, scientist and engineer. He was an all-round genius whose paintings and inventions changed the world. (accessed 4th February 2013).

2 This statistic is quoted at Engaged Marketing: Our thinking. (accessed 1st August 2013).

3 Ipsos Mori article. Consumers voting with their feet: Nearly one in six say poor dealings with staff put them off from purchasing. (accessed 1st August 2013).

4 Dr Kathryn ...

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