TY  - BOOK
AU  - Bell,Chip R.
AU  - Patterson,John R.
TI  - Wired and dangerous: how your customers have changed and what to do about it 
SN  - 9781605099750 (pbk.)
PY  - 2011///
CY  - San Francisco
PB  - Berrett-Koehler Publishers
KW  - Customer relations
KW  - Customer services
KW  - Customer loyalty
KW  - Internet
N1  - Includes bibliographical references (p. 233-235) and index
N2  - Customers today are picky, fickle, and vocal, and all about me vain. They now have an enormous variety of services and products to choose from, with unprecedented access to information and reviews
ER  -