| Description |
1 online resource (vii, 248 pages) : illustrations. |
| Series |
A BK business book |
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BK business book.
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| 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. |
| Contents |
Welcome to turbulent times! -- How the service covenant became corrupted -- Picky : why today's customers are finicky -- Fickle : why today's customers are capricious -- Vocal : why today's customers are noisy -- Vain : why today's customers are self-centered -- Manifesto : the wired and dangerous link -- How the service covenant can be rebalanced -- Grounding : how to balance yourself for partnership -- Connection : how to help customers feel like partners -- Bad connections : how to turn angry customers into partners -- Wireless connections : how to partner with customers via the internet -- Congruence : how to get the service setting in balance -- Acumen : how to keep the customer relationship in balance -- Suggestions for partnering with customers. |
| Bibliography |
Includes bibliographical references (pages 233-235) and index. |
| Subject |
Customer relations.
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Customer services.
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Customer loyalty.
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Internet.
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Internet |
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Service à la clientèle. |
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Consommateurs -- Fidélité. |
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Internet. |
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Internet. |
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Customer loyalty |
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Customer relations |
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Customer services |
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Internet |
| Added Author |
Patterson, John R. (John Rice), 1951-
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| Other Form: |
Print version: Bell, Chip R. Wired and dangerous. San Francisco : Berrett-Koehler Publishers, ©2011 9781605099750 (DLC) 2011009393 (OCoLC)681500738 |
| ISBN |
9781605099767 (electronic bk.) |
|
1605099767 (electronic bk.) |
|
9781605099774 (electronic bk.) |
|
1605099775 (electronic bk.) |
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9781605099576 (electronic bk.) |
|
1605099570 (electronic bk.) |
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