1 We have been given permission to share this research on the condition that we do not name the bank involved.
2 As quoted in an interview on NPR, September 9, 2003.
3 James H. Gilmore and B. Joseph Pine II, "The Experience IS the Marketing," Strategic Horizons LLP, 2002.
4 See Craig Reynolds, "Boids: Background and Update," http://www.red3d.com/cwr/boids/ and Yuhai Tu and John Toner, "How Birds Fly Together: Long-Range Order in a Two-Dimensional Dynamical XY Model," Physical Review Letters 75 (December 4, 1995): 4326–4329.
5 Private interview, New Orleans, July 2003.
6 James Collins, Good to Great (New York: Harper Business, 2001), 14.
7 Bob Tyrell and Tim Westall, "The New Service Ethos, A Post-Brand Future—And How to Avoid It," Market Leader: The Journal of the Marketing Society, no. 2 (1998).