Эта книга посвящена силе отзывов, и, конечно, мне нужен отзыв и от вас! Мне также хотелось бы, чтобы вы оставили отзыв об этой книге на сайте вашего любимого продавца книг, в социальных сетях (я @jaybaer в Twitter) или отправили его мне по электронной почте ([email protected]). Я отвечу на каждый из них!
Чтобы посмотреть все отзывы на книгу «Обнимите своих ненавистников», посетите страницу HugYourHaters.com/reviews.
ПРИМЕЧАНИЯ
Введение
1. John Tschohl, «Companies Don’t See Reality in Their Service Reflec-tion», Service Quality Institute, March 21, 2013, http://www.customer-service.com/blog/201303/companies_misunderstand _what_customers_want (accessed September 7, 2015).
2. Там же.
3. Arizona State University, «Will We Ever Learn? The Sad State of Customer Care in America», Customer Care MC, November 2013, http://www.customercaremc.com/wp/wp content/uploads/2014/ 01/ KeyFindingsFrom2013NationalCustomerRageSurvey.pdf (по состоянию на 7 сентября 2015 года).
4. Jay Z., «White Castle in Cicero, IL», Yelp, August 11, 2008, http:// www.yelp.com/biz/white-castle-cicero?hrid=GU232Z7i7ezHiJ _l9URvrQ (accessed September 7, 2015).
Глава 1. ПОЧЕМУ ВЫ ДОЛЖНЫ ПОЛОЖИТЕЛЬНО ВОСПРИНИМАТЬ ЖАЛОБЫ
5. Ray S., «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, April 10, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).
6. Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA». Yelp, August 29, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).
7. Chris V., «Fresh Brothers Pizza, Hollywood Hills, CA», Yelp, April 28, 2015, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid =BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).
8. Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, May 8, 2015, http:// www.yelp.com/biz/fresh-brothers‐hollywood?hrid=BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).
9. Bente Lilja Bye, «Volcanic Eruptions: Science and Risk Management», Science 2.0, May 27, 2011, http://www.science20.com/planetbye/volcanic_eruptions_science_and_risk_ management‐79456 (Сентябрь 7, 2015).
10. Shaun Smith, «Marketing Is a Tax You Pay for Being Unremarkable», Customer Think, April 1, 2008, http://customerthink.com/marketing_tax_being_unremarkable/ (Сентябрь 7, 2015).
11. Janelle Barlow and Claus Moller, A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (San Francisco: Berrett-Koehler, 2008), Kindle edition.
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=73279–62.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).
27. FlashAndFilm, «Consumer Calls Jimmy Dean with Sausage Complaint», YouTube, January 5, 2011, https://www.youtube.com/ watch?v=7CuXf2iMem0 (Сентябрь 7, 2015).
