Глава 3: Hatrix: КТО ЖАЛУЕТСЯ, ГДЕ И ПОЧЕМУ
38. «About Net Promoter», Satmetrix, Net Promoter Community, http:// www.netpromoter.com/why-net-promoter/about-net – promoter (Сентябрь 10, 2015).
39. «Local Consumer Review Study 2015», BrightLocal, https:// www.brightlocal.com/learn/local – consumer-review-survey/ (Сентябрь 10, 2015).
«Extreme Customer Expectations Have Gone Global», Lithium, October 15, 2014, http://www.lithium.com/company/news-room/ press-releases/2014/extreme-customer-expectations-have-gone – global (Сентябрь 7, 2015).
Глава 4. ОБСЛУЖИВАНИЕ КЛИЕНТОВ – ЗРЕЛИЩНЫЙ ВИД СПОРТА
40. Fishburn Hedges and Echo Research, «The Social Media Customer», Institute of Customer Service, https://www.instituteofcustomerservice.com/files/The_social_media_customer_by_Fishburn_Hedges.pdf (Сентябрь 11, 2015).
41. Gadi Benmark and Dan Singer, «Turn Customer Care into ‘Social Care’ to Break Away from the Competition», Harvard Business Review, December 19, 2012, https://hbr.org/2012/12/turn-customer-care-into-social/ (Сентябрь 11, 2015).
42. Olga Ter Voert, «Complaints on Social Media (and How to Minimise the Damage They Cause)». TNS NIPO, November 28, 2013, http://www.slideshare.net/oursocialtimes/complaints on social-media-and-how to minimise-the-damage-they-cause-olga-ter-voert-tns-nipo (Сентябрь 7, 2015).
43. Priscilla Jones’s profile on Spiceworks, http://community.spice works.com/people/priscilla hp (Сентябрь 11, 2015).
44. Chris Gillis and Priscilla Jones, «HP P4515X Has an Identity Issue», Spiceworks, http://community.spiceworks.com/topic/953926 hp p4515x-has an identity-issue (Сентябрь 11, 2015).
45. Hotel 41 profile page, TripAdvisor, http://www.tripadvisor.com/ Hotel_Review-g186338-d188961-Reviews-Hotel_41-London _England.html#REVIEWS (Сентябрь 11, 2015).
46. Douglas L., «Service Beyond Any Expectation», TripAdvisor, June 16, 2015, http://www.tripadvisor.com/ShowUserReviews-g186338-d188961-r280686288-Hotel_41-London_England.html# (Сентябрь 11, 2015).
47. Bill Tancer, Everyone’s a Critic (New York: Portfolio, 2014), Kindle edition.
48. Wendy Davis, «Yelp Takes Aim at Fake Review Purveyors», Online Media Daily, February 17, 2015, http://www.mediapost.com/ publications/article/243957/yelp-takes-aim at fake-review-purveyors.html# (Сентябрь 11, 2015).
49. WanderingRoots and Murray Waters, TripAdvisor, http://www.tripadvisor.com/ShowUserReviews-g155043-d188301-r120803621-Ramada_Saskatoon-Saskatoon_Saskatchewan.html (Сентябрь 11, 2015).
50. Chef John Howie, «Let’s See If We Can’t Fix That Experience for Her», YouTube, June 11, 2009, https://www.youtube.com/watch?v=iaRkLPQHGLg&feature=youtu.be (Сентябрь 11, 2015).
51. Primrose Riordan, «Sarah Hanson-Young Reads Out ‘Mean Tweets’ in New Video», Sydney Morning Herald, March 19, 2015, http:// www.smh.com.au/ federal-politics/ political-news/sarah -hansonyoung-reads-out-mean-tweets in new-video‐20150319–1m2sww.html (Сентябрь 11, 2015).
Joe Mullin, «FTC Busts Auto-Shipping Company for Its Discounts-for-Reviews Deal», Ars Technica, April 20, 2015, http://arstechnica.com/tech-policy/2015/04/20/ftc-busts-auto-shipping-company-for-its-discounts-for-reviews-deal/(Сентябрь 11, 2015).
52. Tancer, Everyone’s a Critic.
53. Will Cook, «Grade DC: How Citizen Feedback Is Changing Service Delivery», Government Technology, October 16, 2013, http:// www.govtech.com/ data/ Grade DC How– Citizen – Feedback Is Changing-Service-Delivery.html (Сентябрь 11, 2015).
54. «Bad Reviews Are Good for Business», Reevoo, eBook, 2013, https://www.reevoo.com/resources/bad-reviews-are-good-for – business/ (Сентябрь 11, 2015).
55. Conversocial, The Definitive Guide to Social Customer Service, 2015 edition, http://cdn2.hubspot.net/hubfs/154001/The_Definitive _Guide_to_Social_Customer_Service_2015.pdf (Сентябрь 11, 2015).
56. Todd Kron, Twitter, https://twitter.com/Shutterstock/status/56808 4567485255680 (Сентябрь 11, 2015).
57. Suzanne Deveney, Twitter, https://twitter.com/soozed/status/5680 97544787644417 (Сентябрь 11, 2015).
58. Cade Metz, «Twitter Now Lets Total Strangers Direct-Message You», Wired, April 20, 2015, http://www.wired.com/2015/04/twitter – allows-direct-messages-people-dont-follow/ (Сентябрь 11, 2015).
