Chapter 11
1. Sybil F. Stershic, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care (Rochester, NY: WME Books, 2007), p. 11.
2. Heather Oldani and Steve Wilson, “BlogWell Minneapolis Social Media Case Study, McDonald’s,” August 13, 2009, www.slideshare.net/GasPedal/blog-well-msp-mc-donalds-v25.
3. “Allegiance Nicor National Case Study,” Allegiance, Inc., 2010, www.allegiance.com/documents/Allegiance_Nicor_National_Case_Study.pdf.
4. Wells Fargo Bank, “11 Ways to Wow!,” accessed December 7, 2010, www.wellsfargo.com/invest_relations/vision_values/7.
5. Stershic, Taking Care of the People Who Matter Most, p. 29.
6. Customer Service Week Web Site, accessed December 4, 2010, www.csweek.com/customer_service_week.php.
7. “Jonathan Tisch Answers Reader Questions,” interview with Jonathan Tisch, June 4, 2007, http://customersrock.wordpress.com/2007/06/04/jonathan-tisch-answers-reader-questions.
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