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The Customer Experience Edge by Reza Soudagar, Vinay Iyer, Volker Hildebrand

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Notes

Quoted material that is not referenced is from personal interviews.

Introduction

1. Jon Stokes, “Lawsuit: Dell Knowingly Shipped 12 Million Faulty Computers,” ARS Technica, 2010, http://arstechnica.com/business/news/2010/06/suit-alleges-that-dell-shipped-12-million-faulty-computers.ars; Michael Krigsman, “Dell Lawsuit: Pattern of Deceit,” ZDNet, June 30, 2010, http://www.zdnet.com/blog/projectfailures/dell-lawsuit-pattern-of-deceit/10165; Ashlee Vance, “Suit over Faulty Computers Highlights Dell’s Decline,” New York Times, June 28, 2010, http://www.nytimes.com/2010/06/29/technology/29dell.html?pagewanted=2&_r=1.

2. Dan Ackerman, “Costco Kills Return Anytime Policy,” CNET, February 27, 2007, http://news.cnet.com/8301-17938_105-9691796-1.html ...

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