Note
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Lucky Button Costs Google 110 Million Per Year, Gawker [Online]
http://gawker.com/324927/im-feeling-lucky-button-costs-google-110-million-per-year
2 Fox, Eric [accessed 5 January 2014] Social media web care :a case study with KLM and Coolblue, Hoppinger [Online] www.hoppinger.com/blog/social-media-webcare-een-praktijkcase-met-klm-en-coolblue
3 Van belleghem, Steven (2014) The Future of Customer Relationships, own research
4 Dunne, Carey [accessed 22 August 2014] Zappos Offers Stylist Tips Based On Your Instagram Selfies, Fast Company Design [Online] www.fastcodesign.com/3028015/zappos-offers-stylist-tips-based-on-your-instagram-selfies.
5 Van Belleghem, Steven (2014) The Future of Customer Relationships, own research
6 Solomon, M (2012) High-Tech, High Touch: Inspire timeless loyalty in the demanding new world of social commerce, Amacom, New York
7 Medina, J (2014) Brain Rules: 12 principles for surviviing and thriving at work, home and School, Ppear Press Seattle.