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Wired and Dangerous : How Your Customers Have Changed and What to Do About It, PDF eBook

Wired and Dangerous : How Your Customers Have Changed and What to Do About It PDF

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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 backwith 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.

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