Wired and Dangerous
How Your Customers Have Changed and What to Do About It
Summary:
The book explores the shift in customer behavior and expectations in the digital age, emphasizing that customers are more informed, networked, and demanding than ever before. It provides strategies and insights for businesses to adapt their customer service practices to meet the needs of these empowered and 'wired' consumers, ensuring loyalty and competitive advantage.
Key points:
1. Customer Empowerment: Today's customers are well-informed and influential due to the internet and social media. Businesses must meet higher service expectations and recognize customers' stronger voices.
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