Читать книгу Managing Customer Experience and Relationships - Don Peppers - Страница 50

1 ¹ Harvard Business Review, “Know Your Customers' ‘Jobs to Be Done’,” September 2016.

2 ² See Matthew Dixon, Nick Toman, and Rick DeLisi, The Effortless Experience: Conquering the New Battleground for Customer Loyalty (New York: Portfolio, 2013); they described a survey of some 97,000 consumers conducted by their employer, the Corporate Executive Board (CEB).

3 ³ Harley Manning and Kerry Bodine, Outside In: The Power of Putting Customers at the Center of Your Business (New Harvest, 2012).

4 ⁴ Harley Manning and Kerry Bodine, Outside In: The Power of Putting Customers at the Center of Your Business (New Harvest, 2012).

5 ⁵ Harley Manning and Kerry Bodine, Outside In: The Power of Putting Customers at the Center of Your Business (New Harvest, 2012).

6 ⁶ Effortless Experience, Kindle loc. 1012-1019.

7 ⁷ Outside In, Kindle loc. 287.

8 ⁸ Outside In, Kindle loc. 288.

9 ⁹ See Don Peppers and Martha Rogers, Ph.D., Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (New York: Portfolio/Penguin, 2016).

10 ¹⁰ Full disclosure: One of the textbook's authors (Rogers) serves as the Chairman of the Board, and the other (Peppers) serves on the board of SuiteCX. Valerie Peck formerly served as a Senior Vice President of Peppers & Rogers Group and is also the Founder of East Bay Group Consulting. SuiteCX's competitors include UXPressia, Decooda International, Strativity Group, and MURAL.

11 ¹¹ Oracle, “Global Insights on Succeeding in the Customer Experience Era,” February 2013, available at http://www.oracle.com/us/global-cx-study-2240276.pdf, accessed August 17, 2021.

12 ¹² Martin Hayward, “The Four Futures: The Digital Loyalty Survey,” Aimia, 2013, available at https://www.slideshare.net/atsuki/data-whitepaperfourfuturesdigitalloyaltysurvey-49267939, accessed August 31, 2021.

13 ¹³ Pointillist, “2021 State of Customer Journey Management and CX Measurement,” 3rd edition, p. 7, available for purchase at https://www.pointillist.com/resources/.

14 ¹⁴ Thanks to Valerie Peck for this case study.