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008    110617s2011    caua    ob    001 0 eng d 
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020    1605099767|q(electronic bk.) 
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049    INap 
082 04 658.8/12 
082 04 658.8/12|222 
099    eBook O’Reilly for Public Libraries 
100 1  Bell, Chip R. 
245 10 Wired and dangerous :|bhow your customers have changed and
       what to do about it /|cChip R. Bell, John R. Patterson.
       |h[O'Reilly electronic resource] 
250    1st ed. 
260    San Francisco :|bBerrett-Koehler Publishers,|c©2011. 
300    1 online resource (vii, 248 pages) :|billustrations. 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
490 1  A BK business book 
504    Includes bibliographical references (pages 233-235) and 
       index. 
505 0  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. 
520    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. 
588 0  Print version record. 
590    O'Reilly|bO'Reilly Online Learning: Academic/Public 
       Library Edition 
650  0 Customer relations. 
650  0 Customer services. 
650  0 Customer loyalty. 
650  0 Internet. 
650  2 Internet 
650  6 Service à la clientèle. 
650  6 Consommateurs|xFidélité. 
650  6 Internet. 
650  7 Internet.|2aat 
650  7 Customer loyalty|2fast 
650  7 Customer relations|2fast 
650  7 Customer services|2fast 
650  7 Internet|2fast 
700 1  Patterson, John R.|q(John Rice),|d1951-|1https://
       id.oclc.org/worldcat/entity/E39PCjJGdCdpTdKGj74hgHqmh3 
776 08 |iPrint version:|aBell, Chip R.|tWired and dangerous.|dSan
       Francisco : Berrett-Koehler Publishers, ©2011
       |z9781605099750|w(DLC)  2011009393|w(OCoLC)681500738 
830  0 BK business book. 
856 40 |uhttps://ezproxy.naperville-lib.org/login?url=https://
       learning.oreilly.com/library/view/~/9781605099767/?ar
       |zAvailable on O'Reilly for Public Libraries 
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