GET FEEDBACK. Как негативные отзывы сделают ваш продукт лидером рынка - читать онлайн книгу. Автор: Джей Бэр cтр.№ 53

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29. Там же.

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31. Guy Winch, The Squeaky Wheel.

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Глава 3: Hatrix: КТО ЖАЛУЕТСЯ, ГДЕ И ПОЧЕМУ

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Глава 4. ОБСЛУЖИВАНИЕ КЛИЕНТОВ – ЗРЕЛИЩНЫЙ ВИД СПОРТА

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47. Bill Tancer, Everyone’s a Critic (New York: Portfolio, 2014), Kindle edition.

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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).

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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).

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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).

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

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

62. Customers 2020, Walker.