Due to the deterioration of the social contract between customers and companies, coupled with the networking power of the Internet, today’s customers are “wired and dangerous” and able to damage companies if they deliver substandard service. Consultants Chip R. Bell and John R. Patterson examine how service has gone awry in recent years and suggest how to get it back on track. The authors offer a foreboding message: Customers possess power, and companies had better treat them right. getAbstract recommends this important read to business professionals and to anyone seeking to provide top service and develop strong customer relationships.
In this summary, you will learn
- How and why customers and customer service have changed in recent years,
- What customers expect of customer service today, and
- How to improve the service covenant with customers.
About the Authors
Chip R. Bell is senior partner at the Chip Bell Group. John R. Patterson is founder and president of Progressive Insights. They also co-wrote Customer Loyalty Guaranteed and Take Their Breath Away.