May 23rd 2011
wired and dangerous. how your customers have changed and what to do about it. Chip R. Bell & John R. Patterson.
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wired and dangerous. how your customers have changed and what to do about it. Chip R. Bell & John R. Patterson. 2011. ISBN 9781605099750. Bell & Patterson have written several great books on customer service. This one does not disappoint. They have brought their core beliefs right up to date with the Internet customer. The customer has all the power with respect to Internet information access. the vendor still retains the ability to create a great or not so great experience. They do a good job explaining why the trend to self serve is not always in the customers interest and how to be better at service anyway. Lost of great examples round out this easy to read book .. There is something for every business leader in this book . In our experience in Content marketing practice, their tips on voice of the customer and front line workers are very useful.
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- Voice of the Customer Marketing. A revolutionary five-step process to create customers who care, spend and stay. Ernan Roman. (regnordman.com)
- Wired and Dangerous: The New Normal Customer (customerthink.com)
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Category: Communication, Management, Marketing
