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.
Глава 2. ДВА ТИПА НЕНАВИСТНИКОВ И ДНК ЖАЛОБ
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).