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Wired and dangerous : how your customers have changed and what to do about it / Chip R. Bell, John R. Patterson.
- Format:
- Book
- Author/Creator:
- Bell, Chip R.
- Series:
- Bk Business
- Language:
- English
- Subjects (All):
- Customer relations.
- Customer services.
- Customer loyalty.
- Internet.
- Physical Description:
- 1 online resource (265 p.)
- Edition:
- 0 ed.
- Other Title:
- How your customers have changed and what to do about it
- Place of Publication:
- San Francisco : Berrett-Koehler Publishers, c2011.
- Language Note:
- English
- System Details:
- text file
- Summary:
- In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company's customer service doesn't adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today's customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provid
- Contents:
- pt. 1. The situation
- pt. 2. The resolution
- pt. 3. Suggestions for partnering with customers.
- Notes:
- Description based upon print version of record.
- Includes bibliographical references and index.
- ISBN:
- 9786613115171
- 9781605099774
- 1605099775
- 9781283115179
- 1283115174
- 9781605099767
- 1605099767
- OCLC:
- 726734925
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