Notes
Part One: The SituationWelcome to Turbulent Times!
1. Matt Richtel, “Attached to Technology and Paying a Price,” www.nytimes. com, June 6, 2010.
2. Society for New Communications Research, “New Study Indicates Consumers Use Social Media to Share Customer Care Experiences and Research Companies’ Customer Service Reputations,” April 22, 2008.
3. “United Airlines and Consumer Generated Turbulence,” www.nielsen.com/blogs, July 16, 2009.
4. Courtesy of Convergys 2010 Customer Scorecard Research, www.convergys.com/research. Used with permission.
5. Ibid.
6. “Forrester Forecast: Online Retail Sales Will Grow to $250B by 2014,” by Erick Schonfeld, March 8, 2010, www.techcrunch.com.
7. See American Express, “Americans Will Spend 9% More with Companies ...
Get Wired and Dangerous now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
