Coverart for item
The Resource Wired and dangerous : how your customers have changed and what to do about it, Chip R. Bell, John R. Patterson

Wired and dangerous : how your customers have changed and what to do about it, Chip R. Bell, John R. Patterson

Label
Wired and dangerous : how your customers have changed and what to do about it
Title
Wired and dangerous
Title remainder
how your customers have changed and what to do about it
Statement of responsibility
Chip R. Bell, John R. Patterson
Creator
Contributor
Subject
Language
eng
Summary
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
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Bell, Chip R
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.B43835 2011eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1951-
http://library.link/vocab/relatedWorkOrContributorName
Patterson, John R.
Series statement
A BK business book
http://library.link/vocab/subjectName
  • Customer relations
  • Customer services
  • Customer loyalty
  • Internet
  • BUSINESS & ECONOMICS
  • Customer loyalty
  • Customer relations
  • Customer services
  • Internet
Label
Wired and dangerous : how your customers have changed and what to do about it, Chip R. Bell, John R. Patterson
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 233-235) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
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
Control code
731207823
Dimensions
unknown
Edition
1st ed.
Extent
1 online resource (vii, 248 pages)
File format
unknown
Form of item
online
Isbn
9781605099767
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations.
http://library.link/vocab/ext/overdrive/overdriveId
  • cl0500000127
  • 3e7ccd07-a998-4a9c-8a9d-1a8c70522b05
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)731207823
Label
Wired and dangerous : how your customers have changed and what to do about it, Chip R. Bell, John R. Patterson
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 233-235) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
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
Control code
731207823
Dimensions
unknown
Edition
1st ed.
Extent
1 online resource (vii, 248 pages)
File format
unknown
Form of item
online
Isbn
9781605099767
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations.
http://library.link/vocab/ext/overdrive/overdriveId
  • cl0500000127
  • 3e7ccd07-a998-4a9c-8a9d-1a8c70522b05
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)731207823

Library Locations

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      38.946102 -92.330125
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