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86. Steve Curtin, Delta Connections, Steve Curtin Customer Enthusiast (blog), February 25, 2011, http://www.stevecurtin.com/blog/2011/ 02/15/delta-connections/ ( 14, 2015).
87. Dixon, Freeman, and Toman, Stop Trying to Delight Your Customers.

88. Cynthia J. Grimm, When to Offer Fewer Customer Service Chan-nels, Harvard Business Review, May 19, 2015, https://hbr.org/ 2015/05/when to offer-fewer-customer-service-channels ( 14, 2015).
89. Barlow and Moller, A Complaint Is a Gift.
90. Dixon, Freeman, and Toman, Stop Trying to Delight Your Custom ers, http://www.nedbankgroup.co.za/financials/2008Sustainability/ pdf/Section%204.pdf.
91. Thunderhead.com and Populus Research, Engagement 3.0: A New Model for Customer Engagement, February 2014, https:// hmn-uploads eu.s3.amazonaws.com/thunderhead-production/ uploads/2014/02/Engagement_30_US_Report-PDF-web.pdf ( 14, 2015).
92. Ibid.
93. Cockerell, The Customer Rules.
94. Helen Leggatt, Email Customer Service Response Times Lengthen, Twitter Improves, BizReport. March 23, 2015, http://www.bizreport.com/2015/03/email-customer-service-response-times-lengthen-twitter-impro.html ( 14, 2015).
2014 State of Multichannel Customer Service Survey, Parature.
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