Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous by Chip R. Bell & John R. Patterson
“Today’s customers are already picky (all about value), fickle (reluctant to show loyalty), vocal (quick to comment on poor or indifferent service) and vain (only interested in tailor-made offerings). Armed with a computer and a network, the new normal customer becomes wired and dangerous if frustrated.â€
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