111. Customers 2020, Walker.
112. Neil Davey, «Self-Service Warning: Why You Can Still Lose in a Win-Win Game», MyCustomer, July 3, 2014, http://www.mycustomer.com/feature/experience/can-anything-derail-self-service-revolution/167451 (Сентябрь 14, 2015).
113. Ibid.
114. Ibid.
115. Holiday World website, http://www.holidayworld.com/rides/ thunderbirdsteelrollercoaster/ (Сентябрь 14, 2015).
116. Jay Baer, Youtility: Why Smart Marketing Is About Help Not Hype (New York: Portfolio, 2013), Kindle edition.
117. Holiday World & Splashin’ Safari reviews, TripAdvisor, http:// www.tripadvisor.com/Attraction_Review-g37506-d126379-eviews-Holiday_World_Splashin_Safari-Santa_Claus_Indiana.html#REVIEWS (Сентябрь 14, 2015).
118. Baer, Youtility.
119. Aspect and the Center for Generational Kinetics, «The Aspect Consumer Experience Index: Millennial Research on Customer Service Expectations», 2015, http://www.aspect.com/millennials (Сентябрь 14, 2015).
120. Gartner, «Gartner Says Organizations That Integrate Communities into Customer Support Can Realize Cost Reductions of Up to 50 Percent», press release, February 21, 2012, http://www.gartner.com/ newsroom/id/1929014 (Сентябрь 14, 2015).
121. Vision Critical, «Vision Critical Customer Stories: STM», https:// www.visioncritical.com/customer-stories/stm/ (Сентябрь 14, 2015).
122. Conversocial, Definitive Guide to Social Customer Service.
123. Josh Constine, «Messenger No Longer Requires a Facebook Account», TechCrunch, June 24, 2015, http://techcrunch.com/2015/06/24/ nobook-messenger/ (Сентябрь 14, 2015).
124. Aslam F. Zaveeth, «Facebook Messenger Overtakes YouTube in US App Popularity», The Next Digit, September 6, 2015, http://thenextdigit.com/25992/facebook-messenger-overtakes-youtube – app-popularity/ (Сентябрь 14, 2105).
125. http://digiday.com/brands/hyatt-takes-customer-service– facebook-messenger/.
126. «Number of Monthly Active WhatsApp Users Worldwide from April 2013 to September 2015», Statista, http://www.statista.com/statistics/260819/number of monthly-active-whatsapp-users/ (Сентябрь 14, 2015).
127. «Number of Monthly Active Twitter Users Worldwide from 1st Quarter 2010 to 2nd Quarter 2015», Statista, http://www.statista.com/statistics/282087/number of monthly-active-twitter-users/ (Сентябрь 14, 2015).
128. Aspect and the Center for Generational Kinetics, «The Aspect Consumer Experience Index».
129. «71 % Indians Use Social Media to Get Customer Service Response», http://m.firstpost.com /business/71 indians-use-social-media to get-customer-service-response‐2471304.html.