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1 “The 80/20 Rule: Why Just 20% of Your Content Should Be About Your Brand,” SocialMediaToday.com, https://www.socialmediatoday.com/content/8020-rule-why-just-20-your-social-media-content-should-be-about-your-brand
2,3 Customer Experience for Executives, Esteban Kolsky, 2015, Slide 8, https://www.slideshare.net/ekolsky/cx-for-executives
4,5 How Online Reviews Influence Sales, Spiegel Research Center at Northwestern University, Medill School of Journalism, Pages 10 & 12 https://spiegel.medill.northwestern.edu/_pdf/Spiegel_Online%20Review_eBook_Jun2017_FINAL.pdf
6 Salesforce State of the Connected Consumer Report, 2018, Page 14, https://www.salesforce.com/content/dam/web/en_us/www/documents/e-books/state-of-the-connected-customer-report-second-edition2018.pdf
7 “Customer Experience for Executives,” Esteban Kolsky, 2015, Slide 13 https://www.slideshare.net/ekolsky/cx-for-executives
8 Statista.com, 2018, https://www.statista.com/statistics/808477/expected-response-time-for-social-media-questions-or-complaints
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