Der RightNow-Leitfaden steht zum kostenfreien Download zur Verfügung unter: http://de.rightnow.com/ressourcen-kundenservice-trifft-social-media.php ###>The full findings of the research along with recommendations for areas to focus on, are available in the Consumers vs Agents: the growing customer experience gap management report which can be downloaded from http://www.eptica.com/power-linguistics.