Essay Draft 4 (to do)

Critical Reflection: The Role of Peer and Tutor Feedback

At some point in life, it is common that people are faced with difficulties to progress and improve through their own effort, and there comes a need for someone else to help guide and overcome the obstacles. The same goes for the learning any languages. The reasons why I am attending this module mainly stem from the difficulties that I have in spotting my own errors, and also because of the problems I have in understanding the reasoning behind these errors. Coming to end of the course, although I still have slight problems in spotting those errors, I am definitely more confident in my writing skills and have became more conscious of my writing. 

I was expecting the format of learning in ES1102 to be adamant in drilling us with grammar and vocabulary activities but I am glad that it was not the case. ES1102 lessons have been really enjoyable and the employed method of teaching and learning was able to help me develop the necessary writing skills that are required in writing a proper academic essays. I believe that the course was able to achieve this mainly through the practice of giving peer reviews to other students and also receiving reviews and feedback from the tutors.

The practice of giving peer reviews had several advantages. First, the process of reading helped me to expand my lexicon and also broaden my knowledge. It was interesting to read about the opinions, and interest that my peers had and how individuals developed the content of their writings in different manners. Second, the ability to give a proper peer review required me to posses a respectable standard of the English language, which I obviously did not have. I was initially not very comfortable with the practice, but it did not take long for me to realise the actual value of giving peer reviews. Writing peer reviews allowed me to spot errors more easily, and I started to get a clearer idea of the common mistakes made in sentence structures, subject-verb agreement, verb-tense etc. I learned to make awkward sentences sound right through the practice of giving peer review. At the same time, I was able to look through my own writings and spot the similar errors that I had. Presumably, I was able to be more critical in reading writings that did not belong to me, and in that way, I did not have a self-bias in thinking that the sentences were grammatically and structurally correct. There was an element of realisation, when I finally understood the mistakes that I had made.

However, I would be really delighted if I was able to receive more reviews and feedback from my tutor, Brad. The feedback from the Brad was really what helped me clear up my doubts and confirmed the corrections that I made were right.

The process of learning does not stop here and I am happy to have gone through this module to make me a better writer! 

Presentation

I could feel my nervousness during the presentation, mainly stemming from fears that I would forget things that I wanted to say. I do feel that I could have prepared better for the presentation, and not start the midnight before, but I was really busy and I do believe that I have put in a good effort for it. Throughout my academic years, I have seldom done presentations and naturally I am not used to this kind of settings and giving fluent presentations without feeling pins and needles. 

I do believe that practice makes perfect and I should be forcing myself to talk more in front of a large audience, but also it is important to be aware and clear of what is my main point, content and message that I wish to deliver. My essay is still kind of messed up and lacking a clear focus, which is why my presentation was talking about broad topics instead of a clear problem that I would like to tackle. 

Critical Reflection Outline

Critical reflection outline

Description

All students of ES1102 are required to write a peer review for an assigned student after every drafts that are written 

How I feel about it

- Initially, I was not confident about my ability to give an accountable and faultless peer review, for the obvious reason that we are all taking ES1102

- For the same reason, I was very stubborn about changing things in my essay until I clarified with Brad about what I needed to improve on. 

- Realised that giving peer review is important because it gives me a chance to put my understanding of the english language to the test 

- Spotting errors help me see why a sentence has an awkward structure, or SVA etc. 

- These were errors I usually cannot spot in my own essays, because they seemed natural and fluent to me. 

- Made me more conscious about my writing style and usage of grammar during writing. 

- The act of typing peer reviews came with a social responsibility of ensuring that the reader could understand what I said, forcing myself to write in clear and precise language 

- I had also tried to give accurate peer reviews with the intention of giving proper feedback that would truly help in improving the essays. 

What will I do as a result of this experience

- I have tried to apply what I learnt as much as possible to other writing assignments and one main improvement in my writing is the elimination of second person pronouns from my academic essays. 

- Needless to say, learning does not stop here, the short course in ES1102 will not correct all the problems that I have. 

- Still a need to consistently learn from reading and to take note of how other writers expresses their ideas. 

- Good chance to learn in projects when peers rephrase my sentences

Problem Solution Essay Draft 3

Tan Chuye A0125161U

Essay Draft 3

The huge popularity and strong influence of social media have revolutionised interpersonal communication and the process of information transfer between media and its audience. Unlike the past, transfer of information is no longer one directional and any opinions or information are just as likely to originate from any individual as these are from the media. This allows social media to empower individuals by acting as a medium for publication of personal views to large audiences. While the ease of publication is great for self-expression, it poses problems for businesses when negative consumer experiences are shared and spread rapidly on social media. This puts businesses in risk of incurring serious financial loses; yet many businesses are not acknowledging or dealing with this problem properly. In light of this problem, public relations department of businesses in Singapore should explore ways to protect and uphold their online reputation, primarily by integrating social media into their management system.

In the digital age, the online reputation of businesses is of fundamental importance even if the actual operation is offline. A study (Gesenhues, 2013) reported that 88% of customers’ buying decisions were influenced by online reviews, demonstrating the tremendous underlying power of online reviews in affecting customers’ opinions, trust and ultimately sales of a business. Another study by NewVoiceMedia (as cited in Mitchell, 2013) reported that poor customer service resulted in costing U.S. businesses a staggering $41 billion loss in 2013, and “34% of consumers admit they would take revenge online by posting a review or complaining via social media”. To exacerbate the problem, another study (Marketing Charts, 2013) highlighted the phenomenon of negative bias in which bad service interactions are more likely to be shared than good ones. In addition, as the law stands, subjective comments of consumers are protected in Singapore under “fair comment” of the 2014 defamation act (Singapore, Statutes Online, 2014), so long as these are based on a factual event, as “these opinions are a matter of public interest” (Duhaime, n.d). Subjectivity aggravates the problem further because of exaggerations and relativity. Objective facts can be distorted causing problems to intensify unfairly for businesses and readers to react negatively.

These problems are well illustrated in a local incident, where a blogger named Ng, shared 2 blog posts (Ng, 2014) about his interactions with IKEA Singapore. The first condemned IKEA’s poor home decor and customer services in which he was repeatedly ignored by IKEA on their Facebook page. Subjectivity is demonstrated when Ng mentioned that this was his only negative review in his entire blogging experience because IKEA “screwed up big time”. This blog post gained a whooping amount of ten thousand shares, which brought attention to IKEA’s higher-level staffs. IKEA then approached Ng to apologise and rectify the situation by nicely renovating his kitchen. The second blog post, which then praised IKEA for their follow-up actions, unfortunately garnered only half the amount of shares (five thousand shares), displaying negative bias and that bad reputation was more widespread than the good.

In Singapore, Internet penetration rate is at a high 73% (Huang, 2014) and most people are connected all the time, making it extremely easy for negative reviews to spread rapidly. Under such circumstances, businesses must protect their online reputation by improving and maintaining positive customer relationships, and subsequently solve problems before they develop into potential negative reviews. One of the practices is to adapt to a more interactive and dynamic practice of SCRM (Morgan, 2013) that uses social media and other technologies to track customers’ opinions placed on social networking platforms and interact with customers on a personal level. However, as SCRM is still at an introductory stage, where development of this service structure is limited within the existence of social media, an actual SCRM model is absent and dependent on trial and error. As such, businesses are not effectively using social media to achieve their goals. One of the prevailing problems, which was the core reason for the occurrence of the above-mentioned IKEA incident, is that businesses are not providing real-time help to customers and requiring repeated enquiries about the same issue, resulting in disappointment, unhappiness and the subsequent outburst. Efficiency is vital especially when customers are bounded by time constraints and in need of an immediate solution. In fact, a study reported that 42% of customers expect 60 minutes response time (Baer 2012) and another study reported that providing real time help produced significant benefits to a company such as increased customer satisfaction and customer retention (Strong, 2014). Real time help is of vital importance and can help solve problems effectively and efficiently.

Another way businesses can protect their online reputation is to ride the wave of tapping into big data. Businesses can analyse information on social media and pick out recurring complaints and problems that consumers experienced, within and beyond the company. Subsequently, they can improve by integrating feedbacks or by coming up with innovative solution, and market their positive modifications through social media. Reviewing and improving operating procedures in line with customer’s expectations can radically change the way business is conducted, both online and offline. This is vital because customer complaints on social media do not only arise from online experiences but also offline experiences, and minimising upsets from offline experiences is also a direct way to prevent negative criticisms from surfacing online. An added bonus with analysing big data is that it can help predict trends in customer’s expectation and interest.

All in all, businesses in Singapore should utilize social media to maintain customer relationships, and also integrate feedback to revamp their business model constantly so as to maintain a positive online reputation.

910 words

Citations: 26 words

References:

Baer, J (2012) 42 percent of customers complaining in social media expect 60 minute response time. Convince & Convert. Retrieved from http://www.convinceandconvert.com/social-media-research/42-percent-of-consumers-complaining-in-social-media-expect-60-minute-response-time/

Brandweiner, N (2012, May 31). Customers more likely to share bad service experiences. My Customer. Retrieved from http://www.mycustomer.com/topic/customer-experience/customers-more-likely-share-bad-service-experiences-study/143371

Customers increasingly turn to social media to share bad customer experiences (n.d). Omega Management Group Corp. Retrieved from http://www.omegascoreboard.com/news/customer-service-horror-stories/consumers-increasingly-turn-to-social-media-to-share-bad-customer-experiences/

Duhaime (n.d). Fair Comment Legal Definition: A comment made which through defamatory, is not actionable as it is an opinion on a matter of public interest. Retrieved from http://www.duhaime.org/LegalDictionary/F/FairComment.asp

Gesenhues, A (2013, April 9). Survey: 90% of customers say buying decisions are influenced by online reviews. Marketing Land. Retrived from http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve-a-customer-service-issue-than-the-resolution-38756

Greenslade, R (2014, October 20). 23% increase in defamation actions as social media claims rise. The Guardian, Retrieved from http://www.theguardian.com/media/greenslade/2014/oct/20/medialaw-social-media

Huang, E. (2014, January 14). Internet Penetration: Singapore scores 73, Thailand 26, Indonesia 15. e27. Retrieved from http://e27.co/southeast-asia-25-internet-penetration-109-mobile-penetration/

Josiah, M (2011, June 17). Hotel online reputation research statistics and quotes. Review Pro. Retrieved from http://www.reviewpro.com/reputation-research-statistics-2767

MarketingCharts staff (2013, April 15). Bad customer service interactions more likely to be shared than good ones. Marketing Charts. Retrieved from http://www.marketingcharts.com/online/bad-customer-service-interactions-more-likely-to-be-shared-than-good-ones-28628/

Mitchell, E.S (2013, December 13). Study: Bad customer service costs US companies $41 billion a year. PRNewser. Retrieved from http://www.adweek.com/prnewser/study-bad-customer-service-costs-us-companies-41-billion-a-year/82363?red=pr#more-81359

Morgan, J (2010, November 3). What is Social CRM? Social Media Examiner. Retrieved from http://www.socialmediaexaminer.com/what-is-social-crm/

Ng, C.B (2014, November 14). IKEA referred to my kitchen as a shit job and here's why you should avoid getting your kitchen there at all costs. [web log post]. Retrieved from http://charlesbenedict.com/2014/11/14/ikea-referred-to-my-kitchen-as-a-shit-job-and-heres-why-you-should-avoid-getting-your-kitchen-there-at-all-costs/

Ng, C.B (2014, Decemeber 8). IKEA says sorry and gives me a spankingly beautiful new kitchen. [Web log post] Retrieved from http://charlesbenedict.com/2014/12/08/ikea-says-sorry-and-gave-me-a-spankingly-beautiful-new-kitchen/

Singapore Statutes Online, Attorney-General’s Chambers (2014, February 28). Defamation Act. Retrieved from http://statutes.agc.gov.sg/aol/search/display/view.w3p;orderBy=date-rev,loadTime;page=0;query=Id%3Af5d30732-e645-4326-91bb-daf3fa3fa3ad;rec=0

Strong, F (2014, January 2). The complicated problem of social CRM. Sword and the Script. Retrieved from http://www.swordandthescript.com/2014/01/problem-social-crm/

Problem Solution Essay Draft 2

The huge popularity and strong influence of social media have revolutionised the way people impart and receive information. One of which is that social media empowers individuals by acting as a medium for publication of personal views to a large audience. While the ease of publication is great for self-expression, it poses problems for businesses when negative consumer experiences are shared and spread rapidly on social media. This put businesses in risk of serious financial losses. While there are defamation acts to ease the damage from false accusations, its limitations prompt a need to look into better ways to protect and uphold the online reputation of businesses by improving the current social customer relationship management system (SCRM).

In the digital age, the online reputation of businesses is of fundamental importance even if the operation of a business is offline. Studies have reported that 86% of customers buying decisions were influenced by negative online reviews (Gesenhues, 2013) and poor customer service has resulted in costing U.S businesses a staggering 41 billion loss a year (Mitchell, 2013). This reflects an underlying importance in maintaining the online reputation of a business as it can directly affect customers’ opinions, trust and ultimately sales of a business. To exacerbate the problem further, a study has shown that bad customer service interactions are more likely to be shared than good ones (Marketing Charts, 2013). This was of evidence in a local incident, where a blog post (Ng, 2014) of IKEA’s successful attempt to fix a situation of an unhappy customer only warranted half the amount of shares (five thousand shares) when compared to the blog post that condemned IKEA’s sorry attempt at customer service (ten thousand shares). This negativity bias further emphasises the importance of protecting, over repairing, the reputation of a business as efforts to correct a wrong will not be as widespread as the wrong per se.

As of current context, reputations of businesses are not well protected by laws. While defamation acts are in placed to counter against false accusations, the law of “fair comment” under the defamation act requires that subjective opinions be allowed, as “a defence of fair comment shall not fail by reason only that the truth of every allegation of fact is not proved if the expression of opinion is fair comment having regard to such of the facts alleged or referred to in the words complained of as are proved” (Singapore Statutes Online, 2014). As explained by R.Brown, author of Law of Defamation in Canada, an opinion protected under this law is “not actionable as it is an opinion on a matter of public interest” (Duhaime, n.d.). The presence of subjective opinions is problematic because they can intensify a problem through exaggerations and, or by evoking emotions in other readers. In the IKEA example, the author demonstrated this by calling for readers to “avoid IKEA at all cost” and by stating that he is “a very very easy going man and this is my first and possibly only negative review because you guys screwed up big time” (Ng, 2014). Statements as such uses comparative measures to aggravate the issue, yet it may not be perceived and interpreted in the same way by another individual and when compared to other negative experiences. In such cases, defamation acts cannot be used to demand for the withdrawal of such statements and businesses are ultimately left to deal with such issues without much regulation although it could be unfair to them.

Under such circumstances, many businesses are looking to protect their reputation by improving and maintaining positive customer relationships. One of the practices is to adapt to a more interactive and dynamic practice of SCRM that uses social media and other technologies to track customers’ opinions on social networking platforms and interact with customers on a personal level. SCRM is defined on customer advocacy and experience (Morgan, 2013). This practice allows businesses to find, analyse and evaluate problems at ground level that might be individualistic or across board in nature. However, as SCRM is still at an introductory stage, where the development of this service structure is limited within the few years of existence of social media, an actual SCRM infrastructure for businesses to follow is absent and there is a sense of trial and error where businesses are not effectively using social media to achieve their goals. One of the prevailing problems is that businesses are not providing real-time help to customers and requiring them to repeatedly enquire about the same issue, resulting in disappointment and unhappiness. As in the IKEA example, the author complained of having his enquiries repeatedly ignored on IKEA’s Facebook page, which led to his scathing blog post and the attention that IKEA could do without. Efficiency is vital especially when customers are bounded by time constraints and in need of an immediate solution. In fact, a study reported that 42% of customers expect 60 minutes response time (Baer 2012) and another study reported that providing real time help produced significant benefits to a company such as increased customer satisfaction and customer retention (Strong, 2014). It is vital that businesses take the expectations of customers seriously and revamp their model of SCRM to prevent the outburst of unhappiness among customers.

Ultimately, the most important aspect in customer relationship management is to be sincere and provide commendable service whenever possible, and to only worry when customers make something out of nothing.

(903 words)

References:

Baer, J (2012) 42 percent of customers complaining in social media expect 60 minute response time. Convince & Convert. Retrieved from: http://www.convinceandconvert.com/social-media-research/42-percent-of-consumers-complaining-in-social-media-expect-60-minute-response-time/

Brandweiner, N (2012, May 31). Customers more likely to share bad service experiences. My Customer. Retrieved from http://www.mycustomer.com/topic/customer-experience/customers-more-likely-share-bad-service-experiences-study/143371

Customers increasingly turn to social media to share bad customer experiences (n.d.). Omega Management Group Corp. Retrieved from http://www.omegascoreboard.com/news/customer-service-horror-stories/consumers-increasingly-turn-to-social-media-to-share-bad-customer-experiences/

Duhaime (n.d.) . Fair Comment Legal Definition: A comment made which through defamatory, is not actionable as it is an opinion on a matter of public interest. Retrieved from: http://www.duhaime.org/LegalDictionary/F/FairComment.asp

Gesenhues, A (2013, April 9). Survey: 90% of customers say buying decisions are influenced by online reviews. Marketing Land. Retrived from http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve-a-customer-service-issue-than-the-resolution-38756

Greenslade, R (2014, October 20) 23% increase in defamation actions as social media claims rise. The Guardian, Retrieved from http://www.theguardian.com/media/greenslade/2014/oct/20/medialaw-social-media

Josiah, M (2011, June 17). Hotel online reputation research statistics and quotes. Review Pro. Retrieved from http://www.reviewpro.com/reputation-research-statistics-2767

Mitchell, E.S (2013, December 13). Study: Bad customer service costs US companies $41 billion a year. PRNewser. Retrieved from: http://www.adweek.com/prnewser/study-bad-customer-service-costs-us-companies-41-billion-a-year/82363?red=pr#more-81359

Morgan, J (2010, November 3). What is Social CRM? Social Media Examiner. Retrieved from http://www.socialmediaexaminer.com/what-is-social-crm/

Ng, C.B (2014, November 14). IKEA referred to my kitchen as a shit job and here's why you should avoid getting your kitchen there at all costs. [web log post]. Retrieved from http://charlesbenedict.com/2014/11/14/ikea-referred-to-my-kitchen-as-a-shit-job-and-heres-why-you-should-avoid-getting-your-kitchen-there-at-all-costs/

Ng, C.B (2014, Decemeber 8). IKEA says sorry and gives me a spankingly beautiful new kitchen. [Web log post] Retrieved from http://charlesbenedict.com/2014/12/08/ikea-says-sorry-and-gave-me-a-spankingly-beautiful-new-kitchen/

Singapore Statutes Online, Attorney-General’s Chambers (2014, February 28). Defamation Act. Retrieved from http://statutes.agc.gov.sg/aol/search/display/view.w3p;orderBy=date-rev,loadTime;page=0;query=Id%3Af5d30732-e645-4326-91bb-daf3fa3fa3ad;rec=0

Strong, F (2014, January 2). The complicated problem of social CRM. Sword and the Script. Retrieved from http://www.swordandthescript.com/2014/01/problem-social-crm/

Problem-Solution Essay Draft 1 [updated]

The huge popularity and strong influence of social media has revolutionised the way people impart and receive information. One of the ways social media differ from mainstream media is that it empowers individuals by providing them a platform for publication of their personal views to a large number of audiences. While the ease of publication is great for self-expression, it poses as a problem for businesses when negative consumer experiences are shared on social media. The rapid spread of such information can place businesses in risk of serious financial losses. While there are defamation acts in place to ease the damage from false reports, there is a need to look into better ways to protect and uphold the online reputation of businesses by taking on and improving the current social customer relationship management system (SCRM).

In the digital age, the online reputation of businesses is of fundamental importance regardless of whether a business is based online or offline. Studies have reported that 86% of customers buying decisions were influenced by negative online reviews (Gesenhues, 2013) and poor customer service has resulted in costing U.S businesses a staggering 41 billion loss a year (Strong, 2014). This reflects an underlying importance in maintaining the online reputation of a business as it can directly affect customers’ opinions, trust and ultimately sales of a business. Unfortunately, to exacerbate the problem further, a study has shown that bad customer service interactions are more likely to be shared than good ones (Marketing Charts, 2013). This was of evidence in a local incident, where a blog post of IKEA’s successful attempt to fix the situation of an unhappy customer only warranted half the amount of shares (five thousand shares), as compared to the blog post that condemned IKEA’s sorry attempt at customer service (ten thousand shares). This negativity bias further emphasises the importance of protecting, over repairing, the reputation of a business as efforts to correct a wrong will not be as widespread as the wrong.

As of current context, reputations of businesses are not well protected by laws and regulations. While defamation acts are in placed to protect businesses against defamation, they are unable to protect reputations as long as any statements made are based on a factual experience. Freedom of speech also means that subjective opinions of customers are allowed so long they are based on objective experiences. The presence of subjective opinions becomes even more problematic because they can intensify a problem through exaggerations and or by evoking emotions in other readers. In the IKEA incident that was previously mentioned, the author demonstrated this by calling for readers to “avoid IKEA at all cost” and also included subjective opinions explaining that he was "a very very easy going man and this is my first and possibly only negative review because you guys screwed up big time”. Statements as such uses comparative measures to aggravate the issue, yet it may or may not be true if it was experienced by another individual and compared to other negative experiences. In such cases, defamation acts cannot be used to demand for the withdrawal of such statements and businesses are ultimately left to deal with such issues without much regulation although it could be unfair to them.

Under such circumstances, many businesses are looking to protect their reputation by improving and maintaining positive customer relationships. One of the practices is to move away from traditional customer relationship management (CRM), and adapting to a more interactive and dynamic practice of social customer relationship management (SCRM). SCRM revolves around customer opinions where the crucial components that define SCRM are advocacy and experience. SCRM also uses social media and technologies to track customers’ opinions on social networking platforms and interact with customers on a personal level. This practice allows businesses to find, analyse and evaluate problems at ground level that might be individualistic or across board in nature. However, there are still problems with SCRM that are avoidable and to be improved on, one of which is to provide real-time help to customers. Not responding to customers in a timely fashion and requiring customers to repeatedly enquire about the same issue result in disappointment and unhappiness. In fact, a study finds that real time help produced significant benefits to a company such as increased customer satisfaction and increased customer retention (Strong, 2014). Efficiency is vital especially when customers are bounded by time constraints and in need of an immediate solution. Many companies, as with IKEA, failed to set up a proper system or department that is specialised in engaging customers in an effective manner. As previously mentioned, this problem is avoidable and there are companies with an excellent system set up to implement SCRM in the right way, one of which is “Mi Singapore”, where comments on their official Facebook page are attended to everyday within a few hours after posting.

Ultimately, the most important aspect in customer relationship management is for companies to consider the feedbacks of customers and modify their business model or practices accordingly. Businesses need to be sincere in communicating with customers and provide commendable service whenever possible. If offline businesses are able to provide excellent services, there will not be a need to worry about inflammatory or damaging remarks on the social media. 

(878 words)

References:

Brandweiner, N (2012, May 31). Customers more likely to share bad service experiences. My Customer. Retrieved from http://www.mycustomer.com/topic/customer-experience/customers-more-likely-share-bad-service-experiences-study/143371

Customers increasingly turn to social media to share bad customer experiences. Omega Management Group Corp. Retrieved from http://www.omegascoreboard.com/news/customer-service-horror-stories/consumers-increasingly-turn-to-social-media-to-share-bad-customer-experiences/

Gesenhues, A (2013, April 9). Survery: 90% of customers say buying decisions are influenced by online reviews. Marketing Land. Retrived from http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve-a-customer-service-issue-than-the-resolution-38756

Greenslade, R (2014, October 20) 23% increase in defamation actions as social media claims rise. The Guardian, Retrieved from http://www.theguardian.com/media/greenslade/2014/oct/20/medialaw-social-media

Josiah, M (2011, June 17). Hotel online reputation research statistics and quotes. Review Pro. Retrieved from http://www.reviewpro.com/reputation-research-statistics-2767

Morgan, J (2010, November 3). What is Social CRM? Social Media Examiner. Retrieved from http://www.socialmediaexaminer.com/what-is-social-crm/

Ng, C.B (2014, November 14). IKEA referred to my kitchen as a shit job and here's why you should avoid getting your kitchen there at all costs. [web log post]. Retrieved from http://charlesbenedict.com/2014/11/14/ikea-referred-to-my-kitchen-as-a-shit-job-and-heres-why-you-should-avoid-getting-your-kitchen-there-at-all-costs/

Ng, C.B (2014, Decemeber 8). IKEA says sorry and gives me a spankingly beautiful new kitchen. [Web log post] Retrieved from http://charlesbenedict.com/2014/12/08/ikea-says-sorry-and-gave-me-a-spankingly-beautiful-new-kitchen/

Strong, F (2014, January 2). The complicated problem of social CRM. Sword and the Script. Retrieved from http://www.swordandthescript.com/2014/01/problem-social-crm/