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 |
Table of Contents:
- Includes bibliographical references (pages 233-235) and index
- 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