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010   $a1-283-11517-4
010   $a9786613115171
010   $a1-60509-976-7
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035   $a(EBL)693925
035   $a(OCoLC)726734925
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035   $a(CaSebORM)9781605099767
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100   $a20110303d2011      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aWired and dangerous$b[electronic resource] $ehow your customers have changed and what to do about it /$fChip R. Bell, John R. Patterson
205   $a0 ed.
210   $aSan Francisco $cBerrett-Koehler Publishers$dc2011
215   $a1 online resource (265 p.)
225 1 $aBk Business
300   $aDescription based upon print version of record.
311   $a1-60509-975-9 
320   $aIncludes bibliographical references and index.
327   $apt. 1. The situation -- pt. 2. The resolution -- pt. 3. Suggestions for partnering with customers.
330   $aIn an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company's customer service doesn't adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today's customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provid
410  0$aBk Business
606   $aCustomer relations
606   $aCustomer services
606   $aCustomer loyalty
606   $aInternet
615  0$aCustomer relations.
615  0$aCustomer services.
615  0$aCustomer loyalty.
615  0$aInternet.
676   $a658.8/12
676   $a658.812
700   $aBell$b Chip R$01614138
701   $aPatterson$b John R$g(John Rice),$f1951-$01623490
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910817346803321
996   $aWired and dangerous$93957897
997   $aUNINA