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...
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| Format: | eBook |
| Language: | English |
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San Francisco
Berrett-Koehler Publishers
2011
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| Edition: | 1st ed |
| Series: | A BK business book
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| Collection: | O'Reilly - Collection details see MPG.ReNa |
| 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 |
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| Physical Description: | vii, 248 pages illustrations |
| ISBN: | 9781605099576 1605099767 9781605099774 1605099775 9781605099767 |