NOTES
Introduction
1. Thomas O. Jones and W. Earl Sasser, Jr., “Why Satisfied Customers Defect,” Harvard Business Review, November-December 1995, https://hbr.org/1995/11/why-satisfied-customers-defect.
Chapter 1
1. Stephen Leahy, “This Common Plastic Packaging Is a Recycling Nightmare,” National Geographic, July 26, 2019, https://www.nationalgeographic.com/environment/2019/07/story-of-plastic-common-clamshell-packaging-recycling-nightmare.
2. Jeff Bezos, “Amazon Frustration-Free Packaging Letter to Customers,” Amazon, accessed via the Internet Archive Wayback Machine December 3, 2020, https://web.archive.org/web/20081227205736/http://www.amazon.com/gp/feature.html?ie=UTF8&docId=1000302261.
3. Brad Stone and Matt Richtel, “Packages You Won’t ...
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