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).
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).