8.


111. Customers 2020, Walker.
112. Neil Davey, Self-Service Warning: Why You Can Still Lose in a Win-Win Game, MyCustomer, July 3, 2014, http://www.mycustomer.com/feature/experience/can-anything-derail-self-service-revolution/167451 ( 14, 2015).

113. Ibid.
114. Ibid.
115. Holiday World website, http://www.holidayworld.com/rides/ thunderbirdsteelrollercoaster/ ( 14, 2015).
116. Jay Baer, Youtility: Why Smart Marketing Is About Help Not Hype (New York: Portfolio, 2013), Kindle edition.
117. Holiday World & Splashin Safari reviews, TripAdvisor, http:// www.tripadvisor.com/Attraction_Review-g37506-d126379-eviews-Holiday_World_Splashin_Safari-Santa_Claus_Indiana.html#REVIEWS ( 14, 2015).
118. Baer, Youtility.
119. Aspect and the Center for Generational Kinetics, The Aspect Consumer Experience Index: Millennial Research on Customer Service Expectations, 2015, http://www.aspect.com/millennials ( 14, 2015).
120. Gartner, Gartner Says Organizations That Integrate Communities into Customer Support Can Realize Cost Reductions of Up to 50 Percent, press release, February 21, 2012, http://www.gartner.com/ newsroom/id/1929014 ( 14, 2015).
121. Vision Critical, Vision Critical Customer Stories: STM, https:// www.visioncritical.com/customer-stories/stm/ ( 14, 2015).
122. Conversocial, Definitive Guide to Social Customer Service.
123. Josh Constine, Messenger No Longer Requires a Facebook Account, TechCrunch, June 24, 2015, http://techcrunch.com/2015/06/24/ nobook-messenger/ ( 14, 2015).

124. Aslam F. Zaveeth, Facebook Messenger Overtakes YouTube in US App Popularity, The Next Digit, September 6, 2015, http://thenextdigit.com/25992/facebook-messenger-overtakes-youtube app-popularity/ ( 14, 2105).
125. http://digiday.com/brands/hyatt-takes-customer-service facebook-messenger/.
126. Number of Monthly Active WhatsApp Users Worldwide from April 2013 to September 2015, Statista, http://www.statista.com/statistics/260819/number of monthly-active-whatsapp-users/ ( 14, 2015).
127. Number of Monthly Active Twitter Users Worldwide from 1st Quarter 2010 to 2nd Quarter 2015, Statista, http://www.statista.com/statistics/282087/number of monthly-active-twitter-users/ ( 14, 2015).
128. Aspect and the Center for Generational Kinetics, The Aspect Consumer Experience Index.
129. 71 % Indians Use Social Media to Get Customer Service Response, http://m.firstpost.com /business/71 indians-use-social-media to get-customer-service-response‐2471304.html.
130. Indo-Asian News Service, Now Delhi Police WhatsApp to Give In formation on Towed Vehicle, NDTV, April 19, 2015, http://www.ndtv.com/delhi-news/now-delhi-police-whatsapp to give -information on towed-vehicles‐756289 ( 14, 2015).
131. How HP Balances Social Marketing with Social Customer Service, http://www.convinceandconvert.com/podcasts/episodes/ how hp balances-social-marketing-with-social-customer-service/.
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