Wired and dangerous: how your customers have changed and what to do about it
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco
Berrett-Koehler Publishers
c2011
|
| Ausgabe: | 1st ed |
| Schriftenreihe: | BK business book
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | 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 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 Includes bibliographical references (p. 233-235) and index |
| Beschreibung: | 1 Online-Ressource (vii, 248 p.) |
| ISBN: | 9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 9781605099750 1605099759 |
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| 100 | 1 | |a Bell, Chip R. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Wired and dangerous |b how your customers have changed and what to do about it |c Chip R. Bell, John R. Patterson |
| 250 | |a 1st ed | ||
| 264 | 1 | |a San Francisco |b Berrett-Koehler Publishers |c c2011 | |
| 300 | |a 1 Online-Ressource (vii, 248 p.) | ||
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| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 490 | 0 | |a BK business book | |
| 500 | |a 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 | ||
| 500 | |a 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 | ||
| 500 | |a Includes bibliographical references (p. 233-235) and index | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Internet |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer loyalty | |
| 650 | 4 | |a Internet | |
| 700 | 1 | |a Patterson, John R. |e Sonstige |4 oth | |
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Datensatz im Suchindex
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|---|---|
| any_adam_object | |
| author | Bell, Chip R. |
| author_facet | Bell, Chip R. |
| author_role | aut |
| author_sort | Bell, Chip R. |
| author_variant | c r b cr crb |
| building | Verbundindex |
| bvnumber | BV042961736 |
| collection | ZDB-4-EBU |
| ctrlnum | (OCoLC)731207823 (DE-599)BVBBV042961736 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1st ed |
| format | Electronic eBook |
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| id | DE-604.BV042961736 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:13:50Z |
| institution | BVB |
| isbn | 9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 9781605099750 1605099759 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028387603 |
| oclc_num | 731207823 |
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| physical | 1 Online-Ressource (vii, 248 p.) |
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| publishDate | 2011 |
| publishDateSearch | 2011 |
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| spelling | Bell, Chip R. Verfasser aut Wired and dangerous how your customers have changed and what to do about it Chip R. Bell, John R. Patterson 1st ed San Francisco Berrett-Koehler Publishers c2011 1 Online-Ressource (vii, 248 p.) txt rdacontent c rdamedia cr rdacarrier BK business book 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 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 Includes bibliographical references (p. 233-235) and index BUSINESS & ECONOMICS / Customer Relations bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast Wirtschaft Customer relations Customer services Customer loyalty Internet Patterson, John R. Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=368282 Aggregator Volltext |
| spellingShingle | Bell, Chip R. Wired and dangerous how your customers have changed and what to do about it BUSINESS & ECONOMICS / Customer Relations bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast Wirtschaft Customer relations Customer services Customer loyalty Internet |
| title | Wired and dangerous how your customers have changed and what to do about it |
| title_auth | Wired and dangerous how your customers have changed and what to do about it |
| title_exact_search | Wired and dangerous how your customers have changed and what to do about it |
| title_full | Wired and dangerous how your customers have changed and what to do about it Chip R. Bell, John R. Patterson |
| title_fullStr | Wired and dangerous how your customers have changed and what to do about it Chip R. Bell, John R. Patterson |
| title_full_unstemmed | Wired and dangerous how your customers have changed and what to do about it Chip R. Bell, John R. Patterson |
| title_short | Wired and dangerous |
| title_sort | wired and dangerous how your customers have changed and what to do about it |
| title_sub | how your customers have changed and what to do about it |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast Wirtschaft Customer relations Customer services Customer loyalty Internet |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer loyalty Customer relations Customer services Internet Wirtschaft |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=368282 |
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