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FREE MANIFESTO

Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous - Chip R. Bell, John R. Patterson

Your CQ: Why It Might be the Most Important Number You Don't Know - David Livermore

Bell and Patterson warn that today’s customers are already picky (all about value), fickle (reluctant to show loyalty), vocal (quick to comment on poor or indifferent service) and vain (only interested in tailor-made offerings). Armed with a computer and a network, the new normal customer becomes wired and dangerous if frustrated.

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Wired & Dangerous

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of Wired and Dangerous: How Customers Have Changed and What to Do about It.

Bio Source: amazon.com, changethis.com 8/9/12

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