Wired and Dangerous: How Your Customers Have Changed and What to Do About It
(eBook)

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Published
Berrett-Koehler Publishers, 2011.
Status
Available Online

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Format
eBook
Language
English
ISBN
9781605099774

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Citations

APA Citation, 7th Edition (style guide)

Chip R. Bell., Chip R. Bell|AUTHOR., & John R. Patterson|AUTHOR. (2011). Wired and Dangerous: How Your Customers Have Changed and What to Do About It . Berrett-Koehler Publishers.

Chicago / Turabian - Author Date Citation, 17th Edition (style guide)

Chip R. Bell, Chip R. Bell|AUTHOR and John R. Patterson|AUTHOR. 2011. Wired and Dangerous: How Your Customers Have Changed and What to Do About It. Berrett-Koehler Publishers.

Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)

Chip R. Bell, Chip R. Bell|AUTHOR and John R. Patterson|AUTHOR. Wired and Dangerous: How Your Customers Have Changed and What to Do About It Berrett-Koehler Publishers, 2011.

MLA Citation, 9th Edition (style guide)

Chip R. Bell, Chip R. Bell|AUTHOR, and John R. Patterson|AUTHOR. Wired and Dangerous: How Your Customers Have Changed and What to Do About It Berrett-Koehler Publishers, 2011.

Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.

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Grouped Work IDe770cf8d-0bde-f539-5441-e685775fc639-eng
Full titlewired and dangerous how your customers have changed and what to do about it
Authorbell chip r
Grouping Categorybook
Last Update2023-12-01 18:07:10PM
Last Indexed2024-03-28 05:40:31AM

Book Cover Information

Image Sourcehoopla
First LoadedAug 21, 2023
Last UsedJan 5, 2024

Hoopla Extract Information

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    [synopsis] => 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 provide a tested formula for restoring balance to the customer relationship by establishing what they call "Service Calm". The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
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