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Wired and Dangerous: How Your Customers Have Changed and What to Do about It
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Wired and Dangerous: How Your Customers Have Changed and What to Do about It Paperback - 2011 - 1st Edition

by Chip R. Bell; John R. Patterson

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder than ever to please. The authors provide a tested formula for restoring balance to the customer relationship by establishing what they call Service Calm.


From the publisher

Customers today are picky, fickle, vocal, and "all about me" vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back--with a single snarky video or damning review gone viral, they can bring down a company. To succeed in this new world, it is vital that customers are treated not as cash machines but as collaborators. Chip Bell and John Patterson analyze this service revolution and provide a tested formula for transforming today's edgy customers into eager partners. Using real-world examples, they detail compelling methods and pragmatic tools for bringing harmony and balance to a relationship that was out of whack even before the Internet.

Details

  • Title Wired and Dangerous: How Your Customers Have Changed and What to Do about It
  • Author Chip R. Bell; John R. Patterson
  • Binding Paperback
  • Edition number 1st
  • Edition 1
  • Pages 264
  • Volumes 1
  • Language ENG
  • Publisher Berrett-Koehler Publishers
  • Date 2011-06
  • Illustrated Yes
  • ISBN 9781605099750 / 1605099759
  • Weight 0.78 lbs (0.35 kg)
  • Dimensions 6.32 x 7.81 x 0.7 in (16.05 x 19.84 x 1.78 cm)
  • Library of Congress subjects Internet, Customer services
  • Dewey Decimal Code 658.812

Media reviews

Citations

  • Choice, 02/01/2012, Page 0
  • Reference and Research Bk News, 12/01/2011, Page 81

About the author

Chip R. Bell is a senior partner with the Chip Bell Group, which consults with organizations on strategies that support long-term customer loyalty. A renowned keynote speaker, he is the author or coauthor of bestsellers such as Magnetic Service, Managing Knock Your Socks Off Service, and Service Magic.
John R. Patterson is founder and president of Progressive Insights, a Chip Bell Group affiliate. His consulting practice helps organizations worldwide consistently deliver great customer experiences that create devoted customers. He is the coauthor, with Chip Bell, of the bestselling Take Their Breath Away and Customer Loyalty Guaranteed.
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It

by Bell, Chip R., Patterson, John R.

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Wired and Dangerous : How Your Customers Have Changed and What to Do about It
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Wired and Dangerous : How Your Customers Have Changed and What to Do about It

by Bell, Chip R., Patterson, John R

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ISBN 13
9781605099750
ISBN 10
1605099759
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It

by Bell, Chip R.

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

by Bell, Chip R

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

by Bell, Chip R.; Patterson, John R

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ISBN 13
9781605099750
ISBN 10
1605099759
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Stock Photo: Cover May Be Different

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

by Bell, Chip R

  • Used
  • Paperback
Condition
Used:Good
Edition
1
Binding
Paperback
ISBN 13
9781605099750
ISBN 10
1605099759
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This seller has earned a 4 of 5 Stars rating from Biblio customers.
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