Chip R Bell, "Wired and Dangerous: How Your Customers Have Changed and What to Do About It"
Publisher: Berrett-Koehler Publishers | ISBN 10: 1605099759 | 2011 | PDF | 224 pages | 3.5 MB

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.