Your Customer Rules!. Bill Price

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СКАЧАТЬ style="font-size:15px;">      Fox, Jeremy. 2012. “Complaint-to-Compliment Ratio of MBTA Tweets Remains High.” Boston.com, February 24. Accessed May 20, 2014. http://www.boston.com/yourtown/news/downtown/2012/02/complaint-to-compliment_ratio.html.

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      Poulter, Sean. 2014. “Npower Ranks Top for Moans: Customer Complaints Agains

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Fox, Jeremy. 2012. “Complaint-to-Compliment Ratio of MBTA Tweets Remains High.” Boston.com, February 24. Accessed May 20, 2014. http://www.boston.com/yourtown/news/downtown/2012/02/complaint-to-compliment_ratio.html.

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Poulter, Sean. 2014. “Npower Ranks Top for Moans: Customer Complaints Against Energy Giant Soar 25 %.” Mail Online, January 14. Accessed February 12, 2014. http://www.dailymail.co.uk/news/article-2539614/Npower-ranks-moans-Customer-complaints-against-energy-giant-soar-25.html – ixzz2xknP6ayY.

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Baer, Jay. 2011. “70 % of Companies Ignore Customer Complaints on Twitter.” Convince & Convert, October 12. Accessed May 20, 2014. http://www.convinceandconvert.com/social-media-monitoring/70-of-companies-ignore-customer-complaints-on-twitter/.

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ACSI, Inc. 2014. “National Customer Satisfaction Index.” Accessed May 20, 2014. http://www.theacsi.org/national-economic-indicator/national-customer-satisfaction-index.

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Picoult, John. 2013. “The Watermark Consulting 2013 Customer Experience ROI Study.” Watermark, April 2. Accessed May 20, 2014. http://www.watermarkconsult.net/blog/2013/04/02/the-watermark-consulting-2013-customer-experience-roi-study/.

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Accenture. 2013. “Accenture 2013 Global Consumer Pulse Survey: Global & U.S. Key Findings.” Accessed May 20, 2014. http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture-Global-Consumer-Pulse-Research-Study-2013-Key-Findings.pdf.

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Cullum, Philip. 2006. The Stupid Company: How British Businesses Throw Away Money by Alienating Customers. National Consumer Council, p. 9.

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Marketing Charts. 2014. “Millennials and Brand-Marketing: A Complicated Affair.” March 25. Accessed May 17, 2014. http://www.marketingcharts.com/wp/traditional/millennials-and-brand-loyalty-a-complicated-affair-41522/.

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Morrison, Kimberlee. 2013. “[Infographic] Peer Recommendations Are More Influential Than Any Other Form of Advertising.” SocialTimes, November 7. Accessed May 20, 2014. http://socialtimes.com/90-percent-consumers-trust-earned-media-form-advertising_b137463. See also Peppers, Don, and Martha Rogers. 2012 Extreme Trust: Honesty as a Competitive Advantage. New York: Penguin.

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Temkin Group. 2014. “Top 10 in 2014 Temkin Experience Ratings” (cycling entry; requires JavaScript). Accessed May 20, 2014. http://www.temkinratings.com. See also Beyond Philosophy. 2014. “Global Customer Experience Survey 2012–2013, Executive Summary.” Accessed May 20, 2014. Copy can be requested at http://www.beyondphilosophy.com/thought-leadership/global-leaders-survey/.

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J.D. Power & Associates. 2005. “J.D. Power and Associates Reports.” March 23. Accessed June 6, 2014. http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2005051.

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Bain & Company. 2013. “Customer Loyalty in Retail Banking: Global Edition 2013.” November 6. Accessed May 20, 2014. http://www.bain.com/Images/BAIN_REPORT_Loyalty_in_Retail_Banking_2013.pdf.

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