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).

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).

59. uShip, Facebook page member support application, https://www.facebook.com/uShip/app_267506003363207 (Сентябрь 11, 2015).

60. Jillian D’Onfro, «Facebook Made a Huge Move This Week That Could Lead to Its Next Billion-Dollar Business», Business Insider, June 27, 2015, http://www.businessinsider.com/why-facebook-messenger is big-business-for-facebook‐2015 6 (Сентябрь 11, 2015).

Глава 5. БОЛЬШИЕ «НО»: 5 ПРЕПЯТСТВИЙ, МЕШАЮЩИХ ОТЛИЧНОМУ СЕРВИСУ

61. «2014 State of Multichannel Customer Service Survey», Parature.

62. Customers 2020, Walker.