Contents
PART ONE The Situation Welcome to Turbulent Times!
1 How the Service Covenant Became Corrupted
2 Picky: Why Today’s Customers Are Finicky
3 Fickle: Why Today’s Customers Are Capricious
4 Vocal: Why Today’s Customers Are Noisy
5 Vain: Why Today’s Customers Are Self-Centered
PART TWO The Resolution Manifesto: The Wired and Dangerous Link
6 How the Service Covenant Can Be Rebalanced
7 Grounding: How to Balance Yourself for Partnership
8 Connection: How to Help Customers Feel Like Partners
9 Bad Connections: How to Turn Angry Customers into Partners
10 Wireless Connections: How to Partner with Customers via the Internet
11 Congruence: How to Get the Service Setting in Balance
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
9 For “Serving in the Dark” Like a Partner
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
Best Books on Understanding the Wired and Dangerous Customer
Best Websites for Understanding the Wired and Dangerous Customer
Twenty Things Today’s Wired and Dangerous Customers Really Want
Favorite Metaphor for Turning “Dangerous” Customers into Advocates