May 2011
Intermediate to advanced
224 pages
5h 58m
English
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 ...