Notes
Introduction
1. Customer Care Measurement & Consulting, 2020 National Customer Rage Study, 2020, customercaremc.com/insights/national-customer-rage-study/2020-national-customer-rage-study/.
2. Tom Puthiyamadam and José Reyes, Experience Is Everything: Here’s How to Get It Right (PricewaterhouseCoopers, 2018), 9, pwc.com/us/en/zz-test/assets/pwc-consumer-intelligence-series-customer-experience.pdf.
3. Edelman, Edelman Trust Barometer 2021, edelman.com/sites/g/files/aatuss191/files/2021-03/2021%20Edelman%20Trust%20Barometer.pdf.
4. Edelman, “2021 Edelman Trust Barometer: Trust and the Food and Beverage Sector,” 2022, edelman.com/trust/2021-trust-barometer/dramatic-declines-food-and-beverage-trust.
5. John Gerzema and Ed Lebar, The Brand ...
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