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

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).

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

62. Customers 2020, Walker.

63. Joe Causon, «Customer Complaints Made Via Social Media on the Rise», Guardian, May 21, 2015, http://www.theguardian.com/ media-network/2015/may/21/customer-complaints-social-media-rise? CMP=new_1194&CMP (Сентябрь 11, 2015).

64. Andrea Ayers, «Why Customer Service Jobs Will Grow and Grow», Forbes, February 25, 2010, http://www.forbes.com/2010/02/25/ customer-service-jobs-leadership-managing-marketing.html (Сентябрь 11, 2015).

65. Conversocial, Definitive Guide to Social Customer Service.

66. DiJulius III, Customer Service Revolution.

67. «Umpqua Holdings Corporation», Wikipedia, http://en.wikipedia.org/wiki/Umpqua_Holdings_Corporation (Сентябрь 11, 2015).

68. Там же.

69. Barlow and Moller, A Complaint Is a Gift.

70. Cheryl Lin Rodsted, Instagram, https://instagram.com/p/1ew XhJPAZ1/ (Сентябрь 14, 2015).

71. Ibid.

72. Judith E. Glaser and Richard D. Glaser, «The Neurochemistry of Positive Conversations», Harvard Business Review, June 12, 2014, https:// hbr.org/ 2014/ 06/ the-neurochemistry of positive-conversations/ (Сентябрь 14, 2015).

73. Там же.

74. Lee Cockerell, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (New York: Crown Business, 2013), Kindle edition.

75. «Subaru for the Win!’ Dealership Hits Back at Union Protest with Kick-Ass Sign», Twitchy, March 14, 2014, http://twitchy.com/2014/03/14/subaru-for-the-win-dealership-hits-back at union-protest-with-kick-ass-sign-pics-video/ (Сентябрь 14, 2015).

76. «Social Commerce: Bad Reviews Are Good for Business», Reevoo, February 11, 2002, https://www.reevoo.com/news/social-commerce 203-bad-reviews-are-good-for-business/ (Сентябрь 14, 2015).

77. Daniel Lemin, Manipurated: How Business Owners Can Fight Fraudulent Online Ratings and Reviews (Fresno, CA: Quill Driver Books, 2015), advance electronic copy.

78. Mara Siegler, «Hotel Fines $500 for Every Bad Review Posted Online», New York Post, Page Six, August 4, 2014, http://pagesix.com/2014/08/04/ hotel-charges‐500-for-every-bad-review – posted-online/ (Сентябрь 14, 2015).

79. Amy Langfield, «Hotel’s $500 ‘Joke’ Led to 3, 000 Bad Reviews», Today, August 5, 2014, http://www.today.com/news/union-street – guest-houses‐500-joke-led 3 000-bad‐1D80024902 (Сентябрь 14, 2015).

80. Rabith Z, Yelp, November 21, 2013, http://www.yelp.com/biz/ union-street-guest-house-hudson?hrid=_pR59VY-c19Nmxt 4r9X9w (Сентябрь 14, 2015).

81. Cockerell, The Customer Rules.

82. Reichheld and Sasser, «Zero Defections».

83. Luke Brynley-Jones, «Can Customer Service Deliver a Higher ROI Than Marketing?» Our Social Times, September 18, 2014, http://oursocialtimes.com/can-customer-service-deliver a higher-roi-than-marketing/ (Сентябрь 14, 2015).

84. Frank Eliason, @ Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques (Hoboken, NJ: Wiley, 2012), Kindle edition.

85. Matthew Dixon, Karen Freeman, and Nicholas Toman, «Stop Trying to Delight Your Customers», Harvard Business Review, July – August 2010, https://hbr.org/2010/07/stop-trying to delight – your-customers (Сентябрь 14, 2015).

86. Steve Curtin, «Delta Connections», Steve Curtin Customer Enthusiast (blog), February 25, 2011, http://www.stevecurtin.com/blog/2011/ 02/15/delta-connections/ (Сентябрь 14, 2015).

87. Dixon, Freeman, and Toman, «Stop Trying to Delight Your Customers».

88. Cynthia J. Grimm, «When to Offer Fewer Customer Service Chan-nels», Harvard Business Review, May 19, 2015, https://hbr.org/ 2015/05/when to offer-fewer-customer-service-channels (Сентябрь 14, 2015).