Wired and Dangerous

How Your Customers Have Changed and What to do About It.

This title was previously available on NetGalley and is now archived.
Buy on Amazon Buy on BN.com Buy on Bookshop.org
*This page contains affiliate links, so we may earn a small commission when you make a purchase through links on our site at no additional cost to you.
Send NetGalley books directly to your Kindle or Kindle app
Cancel
1
To read on a Kindle or Kindle app, please add kindle@netgalley.com as an approved email address to receive files in your Amazon account. Click here for step-by-step instructions.
2
Also find your Kindle email address within your Amazon account, and enter it here.
Pub Date Jun 06 2011 | Archive Date Sep 01 2012

Description

Customers today are picky, fickle, vocal, and "all about me" vain. They now have an enormous variety of services and products to choose from, with unprecedented access to information and reviews. And-when they receive poor or impersonal service-they talk back, avenging perceived wrongs with a voice amplified to global proportions. Chip Bell and John Patterson, customer service industry veterans, analyze this revolution in customer relationships and provide a tested formula for restoring balance: transforming today's edgy customers into eager partners.

"Provocative insight, an irresistible page-turning look at the empowered customer." -Lou Dobbs

"Bell and Patterson explain how to master the new service paradigm-a partnership between you and your customers."

-Charlene Li, author of Open Leadership and coauthor of the bestselling Groundswell

Chip R. Bell is founder of the Chip Bell Group, which focuses on helping organi- zations build a culture that supports long-term customer loyalty. He is the author or coauthor of eighteen books, including such bestsellers as Magnetic Service, Managing Knock Your Socks Off Service, and Service Magic.

John R. Patterson is president of Progressive Insights, a CBG alliance company. He specializes in helping organizations deliver great customer experiences and coaching leaders for driving results. He is the coauthor with Chip Bell of the bestselling Take Their Breath Away and Customer Loyalty Guaranteed.

Customers today are picky, fickle, vocal, and "all about me" vain. They now have an enormous variety of services and products to choose from, with unprecedented access to information and reviews...

Read More Read More

Available Editions

EDITION Paperback
ISBN 9781605099750
PRICE 19.95
PAGES 216

Links

Additional Information

This site uses cookies. By continuing to use the site, you are agreeing to our cookie policy. You'll also find information about how we protect your personal data in our privacy policy.