On my list of reading this summer I have plenty of spy novels and historical biographies. For my business reading, I chose a book where I know the authors, two experts in the study of customer thinking.
How many of your customers have over 5,000 followers on Linked-in, Facebook or Tweeter? So, instead of telling five people about their service hiccup with you, they can now instantly tell a thousand times that number! It would not take many unhappy customers to cut a sizeable dent in your bottom line and brand reputation. With customer expectations up 33% over this time last year, you are very vulnerable to a today’s wired and potentially dangerous customers.
Wired and Dangerous: How Your Customers Have Changed and What to Do About It is a must-read for anyone with customers in this cyber age. Zappos CEO Tony Hsieh raved about this book; Lou Dobbs declared it “an irresistible page turnings look at today’s empowered customer.” I am happy to recommend this new book written by my friends Chip Bell and John Patterson. Count on it giving you a whole new look at how to serve today’s new normal customer in today’s not-so-normal world.
Here is the Amazon link: http://www.amazon.com/Wired-Dangerous-Customers-Changed-Business/dp/1605099759/