How to Keep Wired and Dangerous Customers Happy—An Interview with Chip Bell and John Patterson

RainToday.com's Podcast: Marketing & Selling Professional Services

Over the past few years a perfect storm of customer service has formed. Customers are given self-service features that frustrate them, they are nervous from the recession and are demanding value in ways they've never done before, and they have incredible reach and power via social media.

Buyers are "wired and dangerous," and will use that power to instantly voice their grievances and potentially take down a company, say Chip Bell and John Patterson, authors of the new book Wired and Dangerous: How Your Customers Have Changed and What to Do About It.

That means professional services firms need to not only step up their customer service, but they must know how to act—and react—in a fast-paced, socially connected world.

Listen as Bell and Patterson discuss:

• How the "perfect storm" is affecting B2B professional services firms
• How B2B customers have changed
• Why it's important to monitor what is being said about you and your firm on the Internet
• How to respond when something negative is said about you on social media networks
• How to turn picky and vocal customers into loyal and passionate advocates