Wired and dangerous : how your customers have changed and what to do about it /

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Bell, Chip R.
Otros Autores: Patterson, John R. (John Rice), 1951-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: San Francisco : Berrett-Koehler Publishers, ©2011.
Edición:1st ed.
Colección:BK business book.
Temas:
Customer relations.
Customer services.
Customer loyalty.
Internet.
Internet
Service à la clientèle.
Consommateurs > Fidélité.
BUSINESS & ECONOMICS > Customer Relations.
Customer loyalty
Customer relations
Customer services
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)

MARC

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260 |a San Francisco :  |b Berrett-Koehler Publishers,  |c ©2011. 
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520 |a 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. 
505 0 |a Welcome to turbulent times! -- How the service covenant became corrupted -- Picky : why today's customers are finicky -- Fickle : why today's customers are capricious -- Vocal : why today's customers are noisy -- Vain : why today's customers are self-centered -- Manifesto : the wired and dangerous link -- How the service covenant can be rebalanced -- Grounding : how to balance yourself for partnership -- Connection : how to help customers feel like partners -- Bad connections : how to turn angry customers into partners -- Wireless connections : how to partner with customers via the internet -- Congruence : how to get the service setting in balance -- Acumen : how to keep the customer relationship in balance -- Suggestions for partnering with customers. 
504 |a Includes bibliographical references (pages 233-235) and index. 
590 |a O'Reilly  |b O'Reilly Online Learning: Academic/Public Library Edition 
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650 0 |a Customer services. 
650 0 |a Customer loyalty. 
650 0 |a Internet. 
650 2 |a Internet 
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650 6 |a Internet. 
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650 7 |a Customer relations  |2 fast 
650 7 |a Customer services  |2 fast 
650 7 |a Internet  |2 fast 
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