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...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Weitere Verfasser: | |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco :
Berrett-Koehler Publishers,
©2011.
|
| Ausgabe: | 1st ed. |
| Schriftenreihe: | BK business book.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | 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. |
| Beschreibung: | 1 online resource (vii, 248 pages) : illustrations. |
| Bibliographie: | Includes bibliographical references (pages 233-235) and index. |
| ISBN: | 9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 |
Internformat
MARC
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| 100 | 1 | |a Bell, Chip R. |0 http://id.loc.gov/authorities/names/n79080524 | |
| 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. | ||
| 260 | |a San Francisco : |b Berrett-Koehler Publishers, |c ©2011. | ||
| 300 | |a 1 online resource (vii, 248 pages) : |b illustrations. | ||
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| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a A BK business book | |
| 588 | 0 | |a Print version record. | |
| 520 | |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. | ||
| 505 | 0 | |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. | |
| 504 | |a Includes bibliographical references (pages 233-235) and index. | ||
| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Customer loyalty. |0 http://id.loc.gov/authorities/subjects/sh97009091 | |
| 650 | 0 | |a Internet. |0 http://id.loc.gov/authorities/subjects/sh92002816 | |
| 650 | 2 | |a Internet |0 https://id.nlm.nih.gov/mesh/D020407 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Consommateurs |x Fidélité. | |
| 650 | 6 | |a Internet. | |
| 650 | 7 | |a Internet. |2 aat | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x 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 | |
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| 655 | 7 | |a Academic theses |2 fast | |
| 655 | 7 | |a Academic theses. |2 lcgft |0 http://id.loc.gov/authorities/genreForms/gf2014026039 | |
| 655 | 7 | |a Thèses et écrits académiques. |2 rvmgf | |
| 700 | 1 | |a Patterson, John R. |q (John Rice), |d 1951- |1 https://id.oclc.org/worldcat/entity/E39PCjJGdCdpTdKGj74hgHqmh3 |0 http://id.loc.gov/authorities/names/n2007032990 | |
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| 830 | 0 | |a BK business book. |0 http://id.loc.gov/authorities/names/no2008121322 | |
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Datensatz im Suchindex
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| _version_ | 1816796901695029248 |
| adam_text | |
| any_adam_object | |
| author | Bell, Chip R. |
| author2 | Patterson, John R. (John Rice), 1951- |
| author2_role | |
| author2_variant | j r p jr jrp |
| author_GND | http://id.loc.gov/authorities/names/n79080524 http://id.loc.gov/authorities/names/n2007032990 |
| author_facet | Bell, Chip R. Patterson, John R. (John Rice), 1951- |
| author_role | |
| author_sort | Bell, Chip R. |
| author_variant | c r b cr crb |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
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| callnumber-search | HF5415.5 .B43835 2011eb |
| callnumber-sort | HF 45415.5 B43835 42011EB |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBU |
| 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. |
| ctrlnum | (OCoLC)731207823 |
| 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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| genre | dissertations. aat Academic theses fast Academic theses. lcgft http://id.loc.gov/authorities/genreForms/gf2014026039 Thèses et écrits académiques. rvmgf |
| genre_facet | dissertations. Academic theses Academic theses. Thèses et écrits académiques. |
| id | ZDB-4-EBU-ocn731207823 |
| illustrated | Illustrated |
| indexdate | 2024-11-26T14:49:03Z |
| institution | BVB |
| isbn | 9781605099767 1605099767 9781605099774 1605099775 9781605099576 1605099570 |
| language | English |
| oclc_num | 731207823 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (vii, 248 pages) : illustrations. |
| psigel | ZDB-4-EBU |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | Berrett-Koehler Publishers, |
| record_format | marc |
| series | BK business book. |
| series2 | A BK business book |
| spelling | Bell, Chip R. http://id.loc.gov/authorities/names/n79080524 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, ©2011. 1 online resource (vii, 248 pages) : illustrations. text txt rdacontent computer c rdamedia online resource cr rdacarrier A BK business book Print version record. 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 (pages 233-235) and index. Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Internet. http://id.loc.gov/authorities/subjects/sh92002816 Internet https://id.nlm.nih.gov/mesh/D020407 Service à la clientèle. Consommateurs Fidélité. Internet. Internet. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast dissertations. aat Academic theses fast Academic theses. lcgft http://id.loc.gov/authorities/genreForms/gf2014026039 Thèses et écrits académiques. rvmgf Patterson, John R. (John Rice), 1951- https://id.oclc.org/worldcat/entity/E39PCjJGdCdpTdKGj74hgHqmh3 http://id.loc.gov/authorities/names/n2007032990 has work: Wired and dangerous (Text) https://id.oclc.org/worldcat/entity/E39PCG83Qy8mR8tjkTWWFJDwmd https://id.oclc.org/worldcat/ontology/hasWork Print version: Bell, Chip R. Wired and dangerous. San Francisco : Berrett-Koehler Publishers, ©2011 9781605099750 (DLC) 2011009393 (OCoLC)681500738 BK business book. http://id.loc.gov/authorities/names/no2008121322 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=368282 Volltext |
| spellingShingle | Bell, Chip R. Wired and dangerous : how your customers have changed and what to do about it / BK business book. 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. Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Internet. http://id.loc.gov/authorities/subjects/sh92002816 Internet https://id.nlm.nih.gov/mesh/D020407 Service à la clientèle. Consommateurs Fidélité. Internet. Internet. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034963 http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh97009091 http://id.loc.gov/authorities/subjects/sh92002816 https://id.nlm.nih.gov/mesh/D020407 http://id.loc.gov/authorities/genreForms/gf2014026039 |
| 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 | Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Internet. http://id.loc.gov/authorities/subjects/sh92002816 Internet https://id.nlm.nih.gov/mesh/D020407 Service à la clientèle. Consommateurs Fidélité. Internet. Internet. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer relations fast Customer services fast Internet fast |
| topic_facet | Customer relations. Customer services. Customer loyalty. Internet. Internet Service à la clientèle. Consommateurs Fidélité. BUSINESS & ECONOMICS Customer Relations. Customer loyalty Customer relations Customer services dissertations. Academic theses Academic theses. Thèses et écrits académiques. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=368282 |
| work_keys_str_mv | AT bellchipr wiredanddangeroushowyourcustomershavechangedandwhattodoaboutit AT pattersonjohnr wiredanddangeroushowyourcustomershavechangedandwhattodoaboutit |