Chip R. Bell, John R. Patterson

Wired and Dangerous (eBook, ePUB)

How Your Customers Have Changed and What to Do About It

• Format: ePub

Produktbeschreibung

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 companyÆs customer service doesnÆt 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 todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call \u201cService Calm\u201d. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

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Produktdetails

• Verlag: Berrett-Koehler Publishers
• Seitenzahl: 224
• Erscheinungstermin: 6. Juni 2011
• Englisch
• ISBN-13: 9781605099774
• Artikelnr.: 38329566

Autorenporträt

Chip R. Bell is a senior partner with the Chip Bell Group, which consults with organizations on strategies that support long-term customer loyalty. A renowned keynote speaker, he is the author or coauthor of bestsellers such as Magnetic Service, Managing Knock Your Socks Off Service, and Service Magic.