Debido al deterioro del pacto social entre los clientes y las empresas, así como al poder de establecimiento de las redes de Internet, los clientes de hoy están "conectados y son peligrosos", y pueden causar daño a las empresas si éstas prestan un servicio de baja calidad. Los c…
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. …
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain -- they have very little tolerance for error and are ready to spread the word quickly over the internet…