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Wired and Dangerous: How Your Customers Have Changed and What to Do About It
| Content Provider | Semantic Scholar |
|---|---|
| Author | Bell, Chip R. Patterson, John Robert |
| Copyright Year | 2011 |
| Abstract | 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 |
| File Format | PDF HTM / HTML |
| DOI | 10.5860/choice.49-3337 |
| Alternate Webpage(s) | http://www.therentalshow.com/portals/TheRentalShow/2017_TRS_Handouts/8am_Wired_and_Dangerous.pdf |
| Alternate Webpage(s) | https://doi.org/10.5860/choice.49-3337 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |