GET FEEDBACK. Как негативные отзывы сделают ваш продукт лидером рынка

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).

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

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).