How many of your customers have over 5000 followers on Linked-in, Facebook or Tweeter? So, instead of telling five people about their service hiccup with you, they can now instantly tell a thousand times that number! It would not take many unhappy customers to cut a sizeable dent in your bottom line and brand reputation. With customer expectations up 33% over this time last year, you are very vulnerable to a today’s wired and potentially dangerous customers.
Wired and Dangerous: How Your Customers Have Changed and What to do about it is a must-read for anyone with customers in this cyber age. Zappos CEO Tony Hsieh raved about this book; Lou Dobbs declared it “an irresistible page turnings look at today’s empowered customer.” I am happy to recommend this new book written by my friends Chip Bell and John Paterson. Count on it giving you a whole new look at how to serve today’s new normal customer in today’s not-so-normal world.
Mari Pat Varga is an author, communication coach, business thinking partner, speaker and trainer.
She is a passionate and dedicated advocate for building robust communication cultures and individual communication champions within organizations.
For nearly twenty years she has supported businesses and individuals by sharing her communication best practices that engage people, customers, and communities while driving profitable results. [Learn More...]