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Wired and dangerous : how your customers have changed and what to do about it /
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...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
San Francisco :
Berrett-Koehler Publishers,
©2011.
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| Edición: | 1st ed. |
| Colección: | BK business book.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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.