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by Chip R. Bell, John R. Patterson
Wired and Dangerous
Cover Page
Copyright Page
Contents
PART ONE: The Situation Welcome to Turbulent Times!
Chapter 1 How the Service Covenant Became Corrupted
Chapter 2 Picky: Why Today's Customers Are Finicky
Chapter 3 Fickle: Why Today's Customers Are Capricious
Chapter 4 Vocal: Why Today's Customers Are Noisy
Chapter 5 Vain: Why Today's Customers Are Self-Centered
PART TWO: The Resolution Manifesto: The Wired and Dangerous Link
Chapter 6 How the Service Covenant Can Be Rebalanced
Chapter 7 Grounding: How to Balance Yourself for Partnership
Chapter 8 Connection: How to Help Customers Feel Like Partners
Chapter 9 Bad Connections: How to Turn Angry Customers into Partners
Chapter 10 Wireless Connections: How to Partner with Customers via the Internet
Chapter 11 Congruence: How to Get the Service Setting in Balance
Chapter 12 Acumen: How to Keep the Customer Relationship in Balance
PART THREE: Suggestions for Partnering with Customers
Flash Drive: Tools and Favorites
Tools
1 For Calming Customer Crackpots, Bullies, and Militants
2 For Serving When Customer Pain Must Be Involved
3 For Giving Great Lateral Service
4 For Service Leadership in Turbulent Times
5 For Crafting a Really Cool Service Vision
6 For a Great Emotional Connection with Customers
7 For Conducting a Truly Focused Focus Group
8 For Serving as an Expert
9 For “Serving in the Dark” Like a Partner
10 For Firing a Customer
11 For Conducting Customer Forensics
12 For Determining If Your Service Process Is Unwell
13 For Adding Decoration to the Service Experience
14 For Designing a Survey Your Customers Will Actually Complete
Favorites
Best Books on Understanding the Wired and Dangerous Customer
Best Websites for Understanding the Wired and Dangerous Customer
Favorite Service Quotes
Twenty Things Today’s Wired and Dangerous Customers Really Want
Favorite Metaphor for Turning “Dangerous” Customers into Advocates
A Poem on Customers as Partners
Notes
Bibliography
Thanks
Index
About the Authors
Footnote
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As Good As It Gets
is a 1997 film directed by James Brooks and based on the story by Mark Andrus.
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