1. The Q1 2010 Nielsen study, commissioned by women-focused blog network BlogHer and NBCU's iVillage.
2. Social CRM is the business strategy of engaging customers through social media with goal of building trust and brand loyalty,
http://www.customerthink.com/blog/definition_of_social_crm_explained
.
3. Consumer sales data and addressable data.
4. Engagement equates to the emotional engagement with a brand, product or service.
5. State of the Nation IV chapter on satisfaction/engagement/commitment, TCF landing page tbc for download.