During times of economic stress and rapid change, customers are more difficult to please than ever. Customers have lost a tolerance for errors, and in the era of social networking and blogging, disappointment with your business can spread over the Internet quicker than ever.
“Wired and Dangerous” by Chip R. Bell and John R. Patterson addresses customer levels of expectation and how to meet these expectations. Bell and Patterson provide a tested formula for maintaining balance of customer relationships by establishing “service calm” and outlining its three principle steps: deal with self, deal with customer and deal with context.
With today’s customers expecting high levels of service, it is in a company’s best interest to ensure customer satisfaction, deterring wired customers from becoming dangerous to your business’ reputation online. By focusing on customer needs and how to achieve those needs, corporations can ensure their customers are not dangerous to a corporate brand.
The book is available on Amazon.com for $12.55.
