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Примечания книги
1
American Express, “Good Service Is Good Business: American Consumers Willing to Spend More with Companies That Get Service Right, According to American Express Survey”, новостной выпуск, 03.05.2011, http://about.americanexpress.com/news/pr/2011/csbar.aspx.
2
NewVoiceMedia, “The $62 Billion Customer Service Scared Away”, NewVoice Media.com, 24.05.2016, www.newvoicemedia.com/en-us/news/the-62-billion-customer-service-scared-away.
3
Better Business Bureau, “Negative Reviews: A Golden Opportunity for Business”, 14.09.2014, www.bbb.org/phoenix/news-events/business-tips/2014/09/negative-reviews-a-golden-opportunity-for-business/.
4
Исследование Deloitte: Mark J. Cotteleer and Timothy Murphy, “Ignoring Bad News: How Behavioral Factors Influence Us to Sugarcoat or Avoid Negative Messages” (экспертный доклад, Deloitte University Press, 2015), https://dupress.deloitte.com/content/dam/dup-us-en/articles/business-communications-strategies/DUP_1214_IgnoringBadNews.pdf, с. 10.
5
Halley Bock, “Why Honesty Is the Secret Ingredient of Successful Organizations”, Conference-Board.org, 14.06.2013, www.conference-board.org/blog/post.cfm?post=1897.
6
Michael Mankins, “The Best Companies Don’t Have More Stars – They Cluster Them Together”, Harvard Business Review, 03.02.2017, https://hbr.org/2017/02/the-best-companies-dont-have-more-stars-they-cluster-them-together.