Примечания

    Kate Taylor, “Costco Uses This Winning 6-Part Formula,” Business Insider, Dec. 6, 2016. ; Brian Woolf, “Lessons from the World’s Customer Retention Record Holder,” , Sept. 29, 2014. ; Andrew Bary, “Everybody’s Store,” Barron’s, Feb. 21, 2007. .

    Kris Hudson, “Costco’s CEO Talks About Prices, Paychecks, and Prospects for Expansion,” Wall Street Journal, . Accessed Jun. 10, 2009.

    Jeff Kober, “How Do You Feel About Customer Service?” WorldClass Benchmarking, Feb. 22, 2016. .

    See Getting to Great: Mapping Management Practices That Drive Great Store Performance, Coca-Cola Retailing Research Council of North America. .

     James Allen, Frederick Reichheld, and Barney Hamilton, “The Three ‘D’s’ of Customer Experience,” Harvard Management Update, Nov. 7, 2005.

    Matthew Dixon, Nick Toman, Rick Delisi, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Penguin Group, 2013, 117.

    Frederick F. Reichheld, “Loyalty-Based Management,” Harvard Business Review, Mar-Apr 1993. .

    Todd Kunsman, “Why Brand Ambassadors Could Be Your Best Marketing Strategy,” , Dec 26, 2017. .

    Randall Beck and Jim Harter, “Why Great Managers Are So Rare,” Business Journal, Mar. 25, 2014. .

   Jim Collins, Good to Great, Harper Business, 2001, 41, 194.

  Bhattacharjee, et al., “The Secret to Delighting Customers.”

  Cord Himelstein, “Base Pay vs. Recognition: What’s More Important?” Entrepreneur, Mar. 12, 2015. .

  Annamarie Mann, Nate Dvorak, “Employee Recognition: Low Cost, High Impact,” Gallup Business Journal, Jun. 28, 2016. .

  Micah Solomon, “How to Win at Customer Service, Even If You‘re Not Nordstrom, Apple, or Amazon,” Forbes, Jan. 21, 2017. .

  Peter Drucker, Managing the Future, Routledge, 2016, 92.

  The Effortless Experience, The Corporate Executive Board, 2013, 24–25. Matthew Dixon, Nick Toman, and Rick Delisi.

  Alexandra Robbins, “The Problem With Satisfied Patients,” Atlantic Monthly, Apr. 17, 2015. .

  Man’s Search for Meaning by Viktor E. Frankl Copyright © 1959, 1962, 1984, 1992 by Viktor E. Frankl Reprinted by permission of Beacon Press, Boston.

  Jay Steinfeld, “Make Eye Contact With Your Customers Even When You’re Not Face to Face,” CBS MoneyWatch, September 1, 2010. .

  Chi Kin (Bennett) Yim, Tse David K., and Chan Kimmy Wa. “Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer — Firm Affection and Customer — Staff Relationships in Services.” Journal of Marketing Research vol. 45 (2008) no. 6, 741.

  Conversation with Elizabeth Muenich, Jun. 26, 2017.

  Lean Wen, Joshua Kosowsky, When Doctors Don’t Listen, St. Martin’s Griffin, 2014, 7–8.

  .

  .

  Block et al., An Other Kingdom, 72.

  Murphy and Boynton, Part II.

  Riordan, “Three Ways.”

  Cited in Sarah Green, “Become a Better Listener,” Harvard Business Review Blog, Aug. 13, 2015. .

  Lou Solomon, “The Top Complaints of Employees About Their Leaders,” Harvard Business Review, June 24, 2015. .

  Christopher Bergland, “3 Specific Ways That Helping Others Benefits Your Brain,” Psychology Today, Feb. 21, 2016. .

  John G. Miller, QBQ! The Question Behind the Question, Penguin, 2004, 61.

  Alex Rawson, et al., “The Truth About Customer Experience,” Harvard Business Review, Sept. 2013. .

  The Effortless Experience, The Corporate Executive Board, 2013, 24–25. Matthew Dixon, Nick Toman, and Rick Delisi/

  Dixon, et al., The Effortless Experience, 24, 28.

  Eric Almquist, John Senior, Nicholas Bloch, “The Elements of Value,” Harvard Business Review, Sept. 2016. .

  .

  Fred Reichheld, “It’s All Lip Service Until You Measure It,” LinkedIn, Feb. 4, 2015. .

  David Freemantle, The Buzz: Little Things that Make a Big Difference to Customer. Service, Nicholas Brealey Publishing, 2011, 12.

  Jeff Haden, “Forget Customer Delight. Focus on Customer Relief,” Inc. Magazine, Oct. 27, 2013. .

  Jim Harter, “Moneyball for Business: Employee Engagement Metanalysis,” Gallup Business Journal, May 21, 2016. .

  Stephen M. R. Covey, The Speed of Trust, 291.

  Panisa Mechinda, Paul G. Patterson, “The impact of service climate and service provider personality on employees’ customer‐oriented behavior in a high‐contact setting,” Journal of Services Marketing, vol. 25 (2011): 2, 101–113.

  “Jobs to Be Done,” Christensen Institute, accessed January 21, 2017. .

  Clayton M. Christensen, et al., “Know Your Customers’ Jobs to Be Done,” Harvard Business Review, Sept. 2016, 56.

  Hauss, “My Last Great Customer Experience.”

  Cited in Micah Solomon, “Crafting a B2B Customer Experience,” Forbes, Jan. 11, 2014. .

  Schon Beechler, “The Role of Leaders in Helping Others Find Meaning at Work,” INSEAD Knowledge, Dec. 13, 2013. .

  Rebecca Wilson, “Why You Should Make Follow-Up a Priority,” Marketing Profs, Jul. 30, 2013. .

  William Grimes, “When Businesses Can’t Stop Asking ‘How Am I Doing?’” New York Times, Mar. 16, 2012.

  Vanessa Bohns, “A Face-to-Face Request Is 34 Times More Successful than an Email,” Harvard Business Review, April 11, 2017.

   Seth Godin, Blog, Feb. 5, 2017.

  Fred Reichheld, The Ultimate Question, Harvard Business School Press, 2006, 66–67.

  John Mehrmann, “10 Powerful Steps to Defuse Angry Customers,” Business Know-How, n. d. .

  Walsh, Gianfranco and Thorsten Hennig-Thurau, et al. “Does relationship quality matter in e-services? A comparison of online and offline retailing,” Journal of Retailing and Consumer Services, vol. 17: 2 (March 2010).

  Mike Templeman, “How Facebook Is Becoming a Customer-Service Hub,” Forbes, Dec.22, 2015. .

  Micah Solomon, “How Hospitality and Customer Service Experts Hire for Customer Service Positions,” Forbes, Nov. 7, 2014. .

  Victoria Taylor, “Firefighters’ act of kindness touches grieving family,” New York Daily News, Aug. 31, 2014.

  Christopher Elliott, “12 Ways to Annoy a Customer,” CBS MoneyWatch, June 8, 2011. .

  Ekaterina Walter, “Generosity as a Business Practice,” Forbes, Feb. 18, 2015.

  Sophie Bushwick, “Human First Response Is Generosity,” Scientific American, Sept. 19, 2012. .

  Covey, The 7 Habits, 219–220.

  Cited in Fred Kiel, Return on Character: The Real Reason Leader and Their Companies Win, Harvard Business Press, 2015, 145.

  Bill Taylor, “Trust Your Employees, Not Your Rulebook,” Harvard Business Review blog, Apr. 20, 2017. .

  Danny Meyer, Setting the Table: The Transforming Power of Hospitality in Business, Harper-Collins, 2009, 225.

  Roger J. Dow, Turned On: Eight Vital Insights to Energize Your People, Customers, and Profits, Harper Publishing, 1997, 30.

  Leonard L. Berry, “How Service Companies Can Earn Customer Trust and Keep It,” Harvard Business Review, Apr. 19, 2017. .

  Meyer, Setting the Table, 235.

  Kathy Gilsinan, “What Compassion Does to the Brain,” Atlantic, Jul. 4, 2015. .

  Adam Grant, “How to Succeed Professionally by Helping Others,” Atlantic, Mar. 17, 2014. .

  Christie Nicholson, “Generosity Might Keep Us Healthy,” Scientific American, Oct. 23, 2010. .

  Amanda L. Chan, “7 Science-Based Reasons Why Generosity Is Good for Your Health,” Huffington Post, Dec. 1, 2013. ; “Virtue Rewarded: Helping Others at Work Makes People Happier,” University of Wisconsin News, July 29, 2013. .

  “How Generosity in Leadership is Important,” CFOGlobalHQ, Nov. 30, 2012. .

  Margot Andersen, “Why Great Leaders Are Generous Leaders,” The Career Diplomat, Oct. 31, 2016. .

  Adam Gopnik, The Table Comes First, Vintage Books, 2011, 112.

  Dixon, et al., The Effortless Experience, 205.

  Helen Fisher, “We Have Chemistry!” , n. d. . See also Alison Beard, “If you Understand How the Brain Works, You Can Reach Anyone: A Conversation with Biological Anthropologist Helen Fisher,” Harvard Business Review, Mar-Apr 2017, 62.

  Dilip Bhattacharjee, Jesus Moreno, and Francisco Ortega, “The Secret to Delighting Customers: Putting Employees First,” McKinsey & Company Marketing and Sales, March 2016. .

  Joseph Grenny, “You Might Be the Reason Your Employees Aren’t Changing,” , February 17, 2015. .

  Rob Markey, “Earn Customer Loyalty Without Losing Your Shirt,” , July 17, 2012. .

  Fred Reichheld, “Car Rental Experience That Hurts,” Net Promoter Blog, March 20, 2006. .

  Joel Maynes & Alex Rawson, “Linking the Customer Experience to Value,” McKinsey & Company Marketing & Sales, March 2016. .

  Hershey H. Friedman, Achmed Rahman, “Gifts Upon Entry and Appreciatory Comments: Reciprocity Effects in Retailing,” Journal of International Marketing Studies, vol. 3, no. 3 (September 2011), 161.

  Andy Tarnoff, “Customer Service Still Makes the Difference at Mequon Ace,” , Mar. 14, 2017. .

  Jeffrey N. Doucette, “What’s Your Legacy?” Nursing Management, vol. 44 no. 9 September 2013, 6.

  Glen Llopis, “5 Ways a Legacy-Driven Mindset Will Define Your Leadership,” Forbes, Feb. 20, 2014. .

   David Brooks, “The Moral Bucket List,” New York Times, Apr. 11, 2015. .

  Cited in “The Role of Emotional Intelligence in Real Customer Engagement,” , Feb. 10, 2011. .

   Katrina Brooker, “The Chairman of the Board Looks Back,” Fortune, May 28, 2001, .

  Seth Godin, “Making Change (in Multiples),” Blog, Feb. 13, 2017.

  Dave Ulrich, The Leadership Capital Index: Realizing the Market Value of Leadership, Berrett — Koehler Publishers, Kindle Edition, 2015.

Отправить