Wired and dangerous : how your customers have changed and what to do about it /
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...
| Основен автор: | Bell, Chip R. |
|---|---|
| Други автори: | Patterson, John R. 1951- |
| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
San Francisco :
Berrett-Koehler Publishers,
℗♭2011.
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| Издание: | 1st ed. |
| Серия: |
BK business book.
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| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=368282 |
| Подобни документи: |
Print version::
Wired and dangerous. |
| Резюме: |
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. |
|---|---|
| Физически характеристики: |
1 online resource (vii, 248 pages) : illustrations. |
| Библиография: |
Includes bibliographical references (pages 233-235) and index. |
| ISBN: |
9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 |