Wired and Dangerous
How Your Customers Have Changed and What to Do About It (16pt Large Edition)
Published on 19. August 2011
Book
Paperback/Softback
388 pages
978-1-0387-7222-0 (ISBN)
Description
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. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call \u201cService Calm\u201d. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
More details
Edition
Large type / large print edition
Language
English
Place of publication
Australia
Edition type
Large type / large print edition
Product notice
Paperback (trade)
Unsewn / adhesive bound
Dimensions
Height: 234 mm
Width: 156 mm
Thickness: 23 mm
Weight
659 gr
ISBN-13
978-1-0387-7222-0 (9781038772220)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Dr. Chip R. Bell is founder of The Chip Bell Group, which focuses on helping organizations build a culture that supports long - term customer loyalty. He was formerly Vice President and Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division. He is the author or co - author of eighteen books including Magnetic Service, Managing Knock Your Socks Off Service, and Service Wisdom. John Patterson is President of Progressive Insights in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the book. He holds a graduate degree in business from the Darden School at the University of Virginia. He is the co - author with Chip Bell of Customer Loyalty Guaranteed and Take Their Breath Away