Källa: Forrester “The Customer Experience Index 2007”, http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html, Brandweek, http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003677228 “Tidigare när någon fick dålig service så berättade den personen om sin upplevelse för kanske 10 personer. Men nu, genom framväxten av bloggar, sajter som MySpace och Facebook, kan den personen berätta för 10,000-tals individer. Det här förändrar hela dynamiken, och vikten av kundupplevelsen.” Bruce Temkin, vp/principal analyst, Forrester Research
The presentation is in Swedish language and displays a number of examples of changes in behavior + examples of how various organizations are communicating using Social Media. The presentation was staged at the Womentor-day in Stockholm on the 17th of September.
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Källa: Forrester “The Customer Experience Index 2007”, http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html,