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.
|
| Издание: | 1st ed. |
| Серия: |
BK business book.
|
| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=368282 |
| Подобни документи: |
Print version::
Wired and dangerous. |
Съдържание:
- Welcome to turbulent times!
- How the service covenant became corrupted
- Picky : why today's customers are finicky
- Fickle : why today's customers are capricious
- Vocal : why today's customers are noisy
- Vain : why today's customers are self-centered
- Manifesto : the wired and dangerous link
- How the service covenant can be rebalanced
- Grounding : how to balance yourself for partnership
- Connection : how to help customers feel like partners
- Bad connections : how to turn angry customers into partners
- Wireless connections : how to partner with customers via the internet
- Congruence : how to get the service setting in balance
- Acumen : how to keep the customer relationship in balance
- Suggestions for partnering with customers.