Index
1to1media.com, 128
2010 Consumer Experience Study: Customer Experience Delivers Profitability (Strativity Group), 29
acceleration, “wired” as tool for, 71
Accenture, 27
acumen, 87. See also feedback
Adams, Donald A., 99
Amazon.com fairness of, 104–105
Kindle, 199
as model for customer expectations, 2
monitoring of customer feedback by, 151–152
partnership philosophy of, 23
personalized selling by, 64
Zappos and, 18
American Customer Satisfaction Index (ACSI), 76, 136, 149
American Express, 12
American Girl dolls, 65
amygdala, 115–116
anxiety
expectation anxiety, 40–43
trust and, 38–40
Armstrong, Heather, 56
As Good As It Gets, 94
ATMs, 15
attrition, 160
bad connections
alliance ...
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