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

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Bibliographic Details
Author / Creator:	Bell, Chip R.
Edition:	1st ed.
Imprint:	San Francisco : Berrett-Koehler Publishers, ©2011.
Description:	1 online resource (vii, 248 pages) : illustrations.
Language:	English
Series:	A BK business book BK business book.
Subject:	Customer relations. Customer services. Customer loyalty. Internet. Internet Customer loyalty Customer relations Customer services Internet
Format:	E-Resource Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/14137215

Hidden Bibliographic Details
Other authors / contributors:	Patterson, John R. (John Rice), 1951-
ISBN:	9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 9781605099750 1605099759
Notes:	Includes bibliographical references (pages 233-235) and index. Print version record.
Summary:	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.
Other form:	Print version: Bell, Chip R. Wired and dangerous. San Francisco : Berrett-Koehler Publishers, ©2011 9781605099750

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