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Foreword, Introduction: Welcome to Turbulent Times
Section I: Understanding the New (Normal) Customer
Chapter 1: Picky: “But, It’s Not Exactly What I Want”
Chapter 2: Fickle: “You’re Not the Only Game in Town”
Chapter 3: Vocal: “You’re Not Going to Believe This One”
Chapter 4: Wired: “We Are Desperados Waiting for a Train”
Chapter 5: Vain: “What? You Mean Me?”
Section II: Delivering Service Calm
Chapter 6: The Power of Grace Under Pressure
Chapter 7: Understanding the Elements of Service Calm
Chapter 8: Sourcing a Calling
Chapter 9: Connecting with the New Customer
Chapter 10: Connecting with a Digital Dialogue
Chapter 11: Connecting with Furious Customers
Chapter 12: Centering the Service Experience
Section III: Supporting and Sustaining Service Calm
Chapter 13: Harvesting Customer Intelligence
Chapter 14: Caretaking Happy Processes
Chapter 15: Nurturing Partnerships
Chapter 16: Leading Service Calm
Chapter 17: Using the Service Calm Toolbox
Bibliography, About the Authors, Index
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Add Wired and Dangerous: How Your Customers Have Changed and What to Do About It, Customers today are picky, fickle, vocal, and all about me vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back—with a single snarky video or damning review gone viral, th, Wired and Dangerous: How Your Customers Have Changed and What to Do About It to the inventory that you are selling on WonderClubX
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Add Wired and Dangerous: How Your Customers Have Changed and What to Do About It, Customers today are picky, fickle, vocal, and all about me vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back—with a single snarky video or damning review gone viral, th, Wired and Dangerous: How Your Customers Have Changed and What to Do About It to your collection on WonderClub |