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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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Bell, Chip R.
Other Authors: Patterson, John R.
Format: Electronic eBook
Language:Inglés
Published: San Francisco : Berrett-Koehler Publishers, 2011.
Edition:0 ed.
Subjects:
Customer loyalty.
Customer relations.
Customer services.
Internet.
Consommateurs > Fidélité.
Service à la clientèle.
Customer loyalty
Customer relations
Customer services
Internet
Online Access:Texto completo
Table of Contents:
  • Cover; Contents; PART ONE: The Situation: Welcome to Turbulent Times!; PART TWO: The Resolution: Manifesto: The Wired and Dangerous Link; PART THREE: Suggestions for Partnering with Customers: Flash Drive: Tools and Favorites; Notes; Bibliography; Thanks; Index; About the Authors.

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