Watkinson, Matt, The Ten Principles Behind Great Customer Experiences, Pearson, Harlow, 2013.
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Naumann, Earl and Giel, Kathleen, Customer Satisfaction Measurement and Management – Using the Voice of the Customer, Thomson Executive Press, 1995.
Anton, J., Customer Relationship Management – Making Hard Decisions with Soft Numbers, Prentice Hall, New Jersey, 1996.
Peppers, Don, Experience – What, How and Why Now, Teletech, 2016
Cross, Richard and Smoth, Janet, Customer Bonding – Pathway to Lasting Customer Loyalty, NTC Business Books, Chicago, 1995.
Reichheld, Frederick F. with Teal, Thomas, The Loyalty Effect – The Hidden Force Behind Growth, Profits, and Lasting Value, Harvard Business School Press, Boston, Massachussets, 1996.
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