Wired and dangerous : how your customers have changed and what to do about it
Author(s)
Bibliographic Information
Wired and dangerous : how your customers have changed and what to do about it
（A BK business book）
Berrett-Koehler Publishers, c2011
- : pbk.
- Other Title
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Wired and dangerous
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Note
Includes bibliographical references (p. 233-235) and index
Description and Table of Contents
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 "Service Calm". 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.
Table of Contents
Introduction: Welcome to Turbulent Times
Section I: Understanding the New (Normal) Customer
1: Picky: "But, It's Not Exactly What I Want"
2: Fickle: "You're Not the Only Game in Town"
3: Vocal: "You're Not Going to Believe This One"
4: Wired: "We Are Desperados Waiting for a Train"
5: Vain: "What? You Mean Me?"
Section II: Delivering Service Calm
6: The Power of Grace Under Pressure
7: Understanding the Elements of Service Calm
8: Sourcing a Calling
9: Connecting with the New Customer
10: Connecting with a Digital Dialogue
11: Connecting with Furious Customers
12: Centering the Service Experience
Section III: Supporting and Sustaining Service Calm
13: Harvesting Customer Intelligence
14: Caretaking Happy Processes
15: Nurturing Partnerships
16: Leading Service Calm
17: Using the Service Calm Toolbox
by "Nielsen BookData"