GET FEEDBACK. Как негативные отзывы сделают ваш продукт лидером рынка

21. Peter Shankman, Zombie Loyalists (New York: St. Martin’s Press, 2015), Kindle edition.

22. Winch, The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance Self-Esteem (New York: Walker Publishing Company, 2011), Kindle edition.

23. Mary Shulzhenko, «Customers 2020: The Future of B to B Customer Experience (Infographic)», Provide Support (blog), April 2, 2015, http://www.providesupport.com/blog/customers‐2020-infographic/ (accessed September 7, 2015).

24. Customers 2020: The Future of B to B Customer Experience, Walker, http://www.walkerinfo.com/Customers2020/ (Сентябрь 10, 2015).

25. John R. DiJulius III, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (Austin, TX: Greenleaf Book Group Press, 2015), Kindle edition.

Глава 2. ДВА ТИПА НЕНАВИСТНИКОВ И ДНК ЖАЛОБ

26. «2014 State of Multichannel Customer Service Survey», Parature, 2014, http://ww2.parature.com/lp/report‐2014-state-multichannel cs – survey-comm.html (Сентябрь 10, 2015).

27. FlashAndFilm, «Consumer Calls Jimmy Dean with Sausage Complaint», YouTube, January 5, 2011, https://www.youtube.com/ watch?v=7CuXf2iMem0 (Сентябрь 7, 2015).

28. «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).

29. Там же.

30. 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).

31. Guy Winch, The Squeaky Wheel.

32. Gotta Kid to Feed, «Real Actors Read Yelp», YouTube, February 14, 2013, https://www.youtube.com/watch?v=FUV7GH4Qidc (Сентябрь 7, 2015).

33. Mandi Woodruff, «Here’s How Much It Cost a British Airways Customer to Blast the Company in Promoted Tweets», Business Insider, September 4, 2013, http://www.businessinsider.com/hasan-syed-spent‐1000 to blast-british-airways on twitter‐2013 9 (Сентябрь 7, 2015).

34. Alyson Shontell, «Angry Customer Buys Promoted Tweets to Bash British Airways for Losing His Luggage», Business Insider, September 3, 2013, http://www.businessinsider.com/customer-buys-promoted-tweets to bash-british-airways‐2013 9 (Сентябрь 7, 2015).

35. Kabir Chibber, «Science Can Now Spot Trolls After Just Five Horrible, Malicious Comments», Quartz, April 19, 2015, http:// qz.com/386694/science-can-now-spot-trolls-after-just-five-horrible-malicious-comments/ (accessed September 7, 2015).

36. Matt Weinberger, «Twitter Is Testing a Tool to Zap Hate Speech», Business Insider, March 23, 2015, http://www.businessinsider.com/twitter is testing a tool to zap-hate-speech‐2015 3 (Сентябрь 7, 2015).

37. «Most Responsive Brand on Twitter», Guinness World Records, http:// www.guinnessworldrecords.com/world-records/most-responsive-brand on twitter/ (Сентябрь 10, 2015).

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).