Wired and Dangerous
How Your Customers Have Changed and What to Do About It
John R. Patterson, Chip R. Bell
PDF
ca. 25,43 €
Sozialwissenschaften, Recht, Wirtschaft / Wirtschaft
Beschreibung
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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