December 2018
Intermediate to advanced
288 pages
6h 48m
English
Content preview from Transform Customer Experience
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Endnotes
Chapter 1
1 See Merrill Cook, ‘10 businesses that failed to adapt’, Business Pundit, 3 November 2014.
2 Statista, ‘Number of monthly active Facebook users worldwide 2008–2018’, <www.statista.com/>.
3 See, for example, Li Zhang and Lih-Bin Oh, ‘Determinants of multichannel consumer switching behaviour’, Wuhan International Conference on E-Business, Proceedings, 2013, p. 250.
4 Nielsen, Total Consumer Report, volume 3, 2017, pp. 14–15.
5 Zhang and Oh, p. 250.
6 Sensis (Yellow) Social Media Report, 2015–18, p. 8, at <https://www.yellow.com.au>.
7 Sensis Social Media Report, 2016, p. 11; Yellow Social Media Report, 2018, p. 8.
8 Anders Sörman-Nilsson, Digilogue (Wiley: Milton, 2013), pp. 10–11.
9 Australian Bureau of Statistics, Household Use of Information Technology, 8146.0, 2012–13, 2014–15 and 2016–17.
10 Figures © GSMA Intelligence. The global figures are from Mayuran Sivakumaran and Pablo Iacopino, The Mobile Economy 2018, at <https://www.gsmaintelligence.com/>; Asia-Pacific and Australian figures are from Jan Stryjak and Mayuran Sivakumaran, The Mobile Economy Asia Pacific 2018, pp. 12, 13, 17, at <https://www.gsmaintelligence.com/>.
11 Princess Cruise Lines, Princess@Sea, <www.princess.com/>.
12 Acquia, Princess Cruises, <https://www.acquia.com/>.
13 Yellow Social Media Report, 2018, p. 10.
14 Yellow Social Media Report, 2018, p. 14.
15 Yellow Social Media Report, 2018, p. 21.
16 Yellow Social Media Report, 2018, p. 22.
17 Yellow Social Media Report, 2018, p. 33. ...
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