Wired and Dangerous

Customers today are picky, fickle, vocal, and ';all about me' vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk backwith a single snarky video or damning review gone viral, they can bring down a company. To succeed in this new world, it is vital that customers are treated not as cash machines but as collaborators. Chip...