Wired and Dangerous: How Your Customers Have Changed and What to Do about It

Bell, Chip R./ Patterson, John

Berrett-Koehler（2011/05発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 264 p.
• 言語 ENG
• 商品コード 9781605099750
• DDC分類 658.812

Full 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.

Contents

IntroductionSection I: Understanding the New (Normal) Customer1: 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 Calm6: The Power of Grace Under Pressure7: Understanding the Elements of Service Calm8: Sourcing a Calling9: Connecting with the New Customer10: Connecting with a Digital Dialogue11: Connecting with Furious Customers12: Centering the Service ExperienceSection III: Supporting and Sustaining Service Calm13: Harvesting Customer Intelligence14: Caretaking Happy Processes15: Nurturing Partnerships16: Leading Service Calm17: Using the Service Calm Toolbox