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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_3–0_US_Report-PDF-web.pdf (Сентябрь 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 (Сентябрь 14, 2015).

«2014 State of Multichannel Customer Service Survey», Parature.

Глава 7. СОВЕТЫ, КОТОРЫЕ ПОМОГУТ «ОБНИМАТЬ ПУБЛИЧНЫХ НЕНАВИСТНИКОВ»

95. Drew Hester, Twitter, May 16, 2015, https://twitter.com/drew hester12/status/599648186031087618 (Сентябрь 14, 2015).

96. Indy Motor Speedway, Twitter, May 16, 2015, https://twitter.com/

97. IMS/status/599648720326529026 (Сентябрь 14, 2015).

98. Conversocial, Definitive Guide to Social Customer Service.

99. Harry Mills, PhD, «Physiology of Anger», MentalHelp.net, June 25, 2015, https://www.mentalhelp.net/articles/physiology of anger/ (Сентябрь 14, 2015).

100. Scott Stratten, Twitter, October 9, 2014, https://twitter.com/ unmarketing/status/520378536730050560 (Сентябрь 14, 2015).

101. Spotify, Twitter, October 10, 2014, https://twitter.com/SpotifyCares/ status/520586270545043456 (Сентябрь 14, 2015).

102. Scott Stratten, Twitter, October 10, 2014, https://twitter.com/ unmarketing/status/520587938154160128 (Сентябрь 14, 2015).

103. Grimm, «When to Offer Fewer Customer Service Channels».

104. Manitoba Telecom Services’ Facebook page, June 11, 2015, https:// www.facebook.com/MTSTalks/posts/1079156565445293:0 (Сентябрь 14, 2015).

105. Ibid.

106. Subway’s Facebook page, May 22, 2015, https://www.facebook.com/subway/posts/10153392648904974:0 (Сентябрь 14, 2015).

107. Ibid.

108. Anthony Ha, «More Than Half a Billion People Access Facebook Solely from Mobile», TechCrunch, January 28, 2015, http://techcrunch.com/2015/01/28/facebook-mobile-only 2/ (Сентябрь 14, 2015).

109. Whitney Fowler, Twitter, December 18, 2014, https://twitter.com/whitlash/status/545657613741199360 (Сентябрь 14, 2015).

110. Warby Parker, Twitter, December 18, 2014, https://twitter.com/WarbyParker/status/545684354044006400 (Сентябрь 14, 2015).

Глава 8. БУДУЩЕЕ КЛИЕНТСКОГО СЕРВИСА

111. Customers 2020, Walker.

112. Neil Davey, «Self-Service Warning: Why You Can Still Lose in a Win-Win Game», MyCustomer, July 3, 2014, http://www.mycustomer.com/feature/experience/can-anything-derail-self-service-revolution/167451 (Сентябрь 14, 2015).

113. Ibid.

114. Ibid.

115. Holiday World website, http://www.holidayworld.com/rides/ thunderbirdsteelrollercoaster/ (Сентябрь 14, 2015).

116. Jay Baer, Youtility: Why Smart Marketing Is About Help Not Hype (New York: Portfolio, 2013), Kindle edition.