2
Kate Taylor, “Costco Uses This Winning 6-Part Formula,” Business Insider, Dec. 6, 2016. http://www.businessinsider.com/costco-formula-to-become-the-anti-walmart-2016–12; Brian Woolf, “Lessons from the World’s Customer Retention Record Holder,” BrianWoolf.com, Sept. 29, 2014. http://www.brianwoolf.com/index?id=48&action=bw_article_read; Andrew Bary, “Everybody’s Store,” Barron’s, Feb. 21, 2007. http://www.barrons.com/articles/SB117106869436404325.
3
Kris Hudson, “Costco’s CEO Talks About Prices, Paychecks, and Prospects for Expansion,” Wall Street Journal, http://wsjclassroom.com/archive/07dec/view_costco.htm. Accessed Jun. 10, 2009.
4
Jeff Kober, “How Do You Feel About Customer Service?” WorldClass Benchmarking, Feb. 22, 2016. http://worldclassbenchmarking.com/how-do-you-feel-about-customer-service/.
5
See Getting to Great: Mapping Management Practices That Drive Great Store Performance, Coca-Cola Retailing Research Council of North America. http://www.ccrrc.org/wp-content/uploads/sites/24/2014/02/Getting_to_Great_Study_2006.pdf.
6
James Allen, Frederick Reichheld, and Barney Hamilton, “The Three ‘D’s’ of Customer Experience,” Harvard Management Update, Nov. 7, 2005.
7
Matthew Dixon, Nick Toman, Rick Delisi, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Penguin Group, 2013, 117.
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