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61. 2014 State of Multichannel Customer Service Survey, Parature.
62. Customers 2020, Walker.
63. Joe Causon, Customer Complaints Made Via Social Media on the Rise, Guardian, May 21, 2015, http://www.theguardian.com/ media-network/2015/may/21/customer-complaints-social-media-rise? CMP=new_1194&CMP ( 11, 2015).

64. Andrea Ayers, Why Customer Service Jobs Will Grow and Grow, Forbes, February 25, 2010, http://www.forbes.com/2010/02/25/ customer-service-jobs-leadership-managing-marketing.html ( 11, 2015).
65. Conversocial, Definitive Guide to Social Customer Service.
66. DiJulius III, Customer Service Revolution.
67. Umpqua Holdings Corporation, Wikipedia, http://en.wikipedia.org/wiki/Umpqua_Holdings_Corporation ( 11, 2015).
68. .
69. Barlow and Moller, A Complaint Is a Gift.
70. Cheryl Lin Rodsted, Instagram, https://instagram.com/p/1ew XhJPAZ1/ ( 14, 2015).
71. Ibid.
72. Judith E. Glaser and Richard D. Glaser, The Neurochemistry of Positive Conversations, Harvard Business Review, June 12, 2014, https:// hbr.org/ 2014/ 06/ the-neurochemistry of positive-conversations/ ( 14, 2015).
73. .
74. Lee Cockerell, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (New York: Crown Business, 2013), Kindle edition.
75. Subaru for the Win! Dealership Hits Back at Union Protest with Kick-Ass Sign, Twitchy, March 14, 2014, http://twitchy.com/2014/03/14/subaru-for-the-win-dealership-hits-back at union-protest-with-kick-ass-sign-pics-video/ ( 14, 2015).
76. Social Commerce: Bad Reviews Are Good for Business, Reevoo, February 11, 2002, https://www.reevoo.com/news/social-commerce 203-bad-reviews-are-good-for-business/ ( 14, 2015).

77. Daniel Lemin, Manipurated: How Business Owners Can Fight Fraudulent Online Ratings and Reviews (Fresno, CA: Quill Driver Books, 2015), advance electronic copy.
78. Mara Siegler, Hotel Fines $500 for Every Bad Review Posted Online, New York Post, Page Six, August 4, 2014, http://pagesix.com/2014/08/04/ hotel-charges‐500-for-every-bad-review posted-online/ ( 14, 2015).
79. Amy Langfield, Hotels $500 Joke Led to 3, 000 Bad Reviews, Today, August 5, 2014, http://www.today.com/news/union-street guest-houses‐500-joke-led 3 000-bad‐1D80024902 ( 14, 2015).
80. Rabith Z, Yelp, November 21, 2013, http://www.yelp.com/biz/ union-street-guest-house-hudson?hrid=_pR59VY-c19Nmxt 4r9X9w ( 14, 2015).
81. Cockerell, The Customer Rules.
82. Reichheld and Sasser, Zero Defections.
83. Luke Brynley-Jones, Can Customer Service Deliver a Higher ROI Than Marketing? Our Social Times, September 18, 2014, http://oursocialtimes.com/can-customer-service-deliver a higher-roi-than-marketing/ ( 14, 2015).
84. Frank Eliason, @ Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques (Hoboken, NJ: Wiley, 2012), Kindle edition.
85. Matthew Dixon, Karen Freeman, and Nicholas Toman, Stop Trying to Delight Your Customers, Harvard Business Review, July August 2010, https://hbr.org/2010/07/stop-trying to delight your-customers ( 14, 2015).
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