02602nam 2200661 a 450 991081734680332120170815151537.01-60509-977-51-283-11517-497866131151711-60509-976-7(CKB)2670000000094563(EBL)693925(OCoLC)726734925(SSID)ssj0000507380(PQKBManifestationID)12176695(PQKBTitleCode)TC0000507380(PQKBWorkID)10546565(PQKB)11427150(MiAaPQ)EBC693925(CaSebORM)9781605099767(EXLCZ)99267000000009456320110303d2011 uy 0engur|n|---|||||txtccrWired and dangerous[electronic resource] how your customers have changed and what to do about it /Chip R. Bell, John R. Patterson0 ed.San Francisco Berrett-Koehler Publishersc20111 online resource (265 p.)Bk BusinessDescription based upon print version of record.1-60509-975-9 Includes bibliographical references and index.pt. 1. The situation -- pt. 2. The resolution -- pt. 3. Suggestions for partnering with customers.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. In Wired and Dangerous, Bell and Patterson providBk BusinessCustomer relationsCustomer servicesCustomer loyaltyInternetCustomer relations.Customer services.Customer loyalty.Internet.658.8/12658.812Bell Chip R1614138Patterson John R(John Rice),1951-1623490MiAaPQMiAaPQMiAaPQBOOK9910817346803321Wired and dangerous3957897UNINA