Джей Бэр - Get Feedback. Как негативные отзывы сделают ваш продукт лидером рынка

2. Там же.

3. Arizona State University, «Will We Ever Learn? The Sad State of Customer Care in America», Customer Care MC, November 2013, http://www.customercaremc.com/wp/wp content/uploads/2014/ 01/ KeyFindingsFrom2013NationalCustomerRageSurvey.pdf (по состоянию на 7 сентября 2015 года).

4. Jay Z., «White Castle in Cicero, IL», Yelp, August 11, 2008, http:// www.yelp.com/biz/white-castle-cicero?hrid=GU232Z7i7ezHiJ _l9URvrQ (accessed September 7, 2015).

5. Ray S., «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, April 10, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).

6. Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA». Yelp, August 29, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).

7. Chris V., «Fresh Brothers Pizza, Hollywood Hills, CA», Yelp, April 28, 2015, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid =BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).

8. Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, May 8, 2015, http:// www.yelp.com/biz/fresh-brothers‐hollywood?hrid=BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).

9. Bente Lilja Bye, «Volcanic Eruptions: Science and Risk Management», Science 2.0, May 27, 2011, http://www.science20.com/planetbye/volcanic_eruptions_science_and_risk_ management‐79456 (Сентябрь 7, 2015).

10. Shaun Smith, «Marketing Is a Tax You Pay for Being Unremarkable», Customer Think, April 1, 2008, http://customerthink.com/marketing_tax_being_unremarkable/ (Сентябрь 7, 2015).

11. Janelle Barlow and Claus Moller, A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (San Francisco: Berrett-Koehler, 2008), Kindle edition.

12. Frederick F. Reichheld and W. Earl Sasser Jr., «Zero Defections: Quality Comes to Services», Harvard Business Review, October 1990, https://hbr.org/1990/09/zero-defections-quality-comes to services/ar/1 (Сентябрь 7, 2015).

13. http://gawker.com/british-writer-tracks-down-teen-who-gave-his-book-a-bad‐1741713016?utm_expid=66866090–62.YkETBcIMTk2uX1oytHipyg.0.

14. Jacob Sapochnick, «The Social Landscape of 2015: Reflection on SMMW 2015», Enchanting Lawyer, April 6, 2015, http://www.enchantinglawyer.com/social-landscape/ (accessed September 7, 2015). Andrew P. Turko, «Email to Tim Cook Regarding the Launch», MacRumors, April 10, 2015, http://forums.macrumors.com/showthread.php?t=1865424 (Сентябрь 7, 2015).

15. Guy 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.

16. Ibid.

17. Rob Markey and Fred Reichheld, «The Economics of Loyalty», Bain & Company, March 23, 2012, http://www.bain.com/publications/ articles/the-economics of loyalty.aspx (Сентябрь 7, 2015).

18. Rob Speciale, Twitter, March 11, 2013, https://twitter.com/ RobSpeciale/status/311297618389127168 (Сентябрь 7, 2015).

19. Discover Financial Services, Twitter, March 11, 2013, https://twitter.com/Discover/status/311299872328384512 (accessed Сентябрь 7, 2015).

20. Rob Speciale, Twitter, March 11, 2013, https://twitter.com/ RobSpeciale/status/311300980841017344 (Сентябрь 7, 2015).

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.

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).

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).

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).