Wired and Dangerous
How Your Customers Have Changed and What to Do About It
By Chip R. Bell, John R. Patterson
Publisher: Berrett-Koehler Publishers
Final Release Date: May 2011
Pages: 224

Customers today are picky, fickle, vocal, and “all about me” vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back—with a single snarky video or damning review gone viral, they can bring down a company. To succeed in this new world, it is vital that customers are treated not as cash machines but as collaborators. Chip Bell and John Patterson analyze this service revolution and provide a tested formula for transforming today's edgy customers into eager partners. Using real-world examples, they detail compelling methods and pragmatic tools for bringing harmony and balance to a relationship that was out of whack even before the Internet.

Product Details
Recommended for You
Customer Reviews
 
Buy 2 Get 1 Free Free Shipping Guarantee
Buying Options
Immediate Access - Go Digital what's this?
Ebook:  $19.95
Formats:  ePub, PDF