Page 182 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Notes 161

4. New York Times, ‘‘At Netflix, Victory for Voices Over Keystrokes,’’
August 16, 2007.

5. CD Baby confirmation letter as of April 2009.

6. Henry David Thoreau, Walden; or, Life in the Woods, Ticknor and
Fields, Boston, 1854.

7. Seth Godin, Seth’s Blog, January 31, 2008. Longer and much-worth
reading discussion in his book Permission Marketing, Simon & Schus-
ter, New York, 1999.

8. Amazon.com CTO Werner Vogel’s blog entry, http://www.all
thingsdistributed.com/2006/06/you_guard_it_with_your_life.html

9. http://www.joystiq.com/2008/05/06/wii-fit-sells-out-on-amazon-
2-5-units-sold-every-minute/

Chapter Eleven

1. Elizabeth Loftus, Memory, pp 24–25 .
2. The Odyssey, Homer, translated by Robert Fagles, introduction by

Bernard Knox, Penguin Classics, New York, 1996.
3. Danny Meyer, Setting The Table, p 215.
4. Personal Courtesy of Jay Coldren, December 2007.