Founder of the Chip Bell Group, Chip Bell; and John Patterson, President of Progressive Insights, John Patterson; and co-authors of Wired and Dangerous, describe the dramatic changes in customer behavior. Customers have more choices, are better informed, have higher expectations, and voice their opinions more than ever before. If service is not up to expectations, the authors point out that customers will be heard through the many different social media platforms and groups. The authors provide insights into the new customer and why it's important to consider customers as real partners in the company and the brands. By rebuilding a relationship with customers, companies can enhance their customer service and become stronger brands that are more profitable as well.
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