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Wired and Dangerous:
Transforming Demanding Customers into Eager Partners

Recording Date: August 03, 2011
Price: Free


Attending this Webcast is free. Registration is required.
Sign-up for your Free MyAMA account now or call 1-800-262-9699.

Overview

 

Your Customers Have Changed. Here’s What You Can Do About It

Customers today are picky, fickle, and vocal, and all-about-me vain. They have an enormous variety of services and products to choose from, with unprecedented access to information and reviews.

And—when they receive poor or impersonal service—they talk back, avenging perceived wrongs with a voice amplified to global proportions.

During this Webcast Chip Bell and John Patterson, customer service industry veterans, analyze this revolution in customer relationships and provide a tested formula for restoring balance transforming today's demanding customers into eager partners.

They will use real-world examples to provide powerful ways to bring harmony to a relationship that was out of whack even before the Internet revolution started.

What You Will Learn

  • Explores the fundamental shift in the balance of power between customers and service providers that has been fueled by the Internet
  • Provides a tested formula for restoring balance to customer relationships
  • Offers real-world stories and practical examples

While attending this program is FREE, reservations are required.

About the Presenters

Chip R. Bell is the founder of The Chip Bell Group. He has served as consultant, trainer or speaker to such organizations as GE, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton Hotels, Allstate, Caterpillar, Harley-Davidson and Victoria’s Secret. Leadership Excellence has selected him as one of the top 30 thought leaders in the U.S. Bell is the author or coauthor of 19 bestselling books, including Customer Loyalty Guaranteed, Managing Knock Your Socks Off Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Wired and Dangerous. His latest book is The 9½ Principles of Innovative Service.

John R. Patterson is president of Progressive Insights, a CBG alliance firm in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the project. His consulting practice specializes in helping organizations around the world effectively manage complex culture change built around customer and employee loyalty. He is the coauthor of Customer Loyalty Guaranteed, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and his latest, Wired and Dangerous.

 

Related Seminars

For additional training on this topic, consider these AMA seminars:

Leveraging Social Media to Engage Customers and Build Your Brand
Today’s web is a more powerful marketing tool than ever. Are you tapping into its amazing potential to turn users into customers?

 

Technical Requirements

To fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

Microsoft® Windows® 98 SE, 2000, XP, Windows VistaTM Home Basic, Home Premium, Ultimate, Business, or Enterprise (32-bit or 64-bit editions)

  • Internet Explorer 5.0 or higher
  • Netscape Navigator 7.1
  • AOL 9
  • Mozilla Firefox 1.5 or higher

Macintosh (OS X 10.2, 10.3, 10.4)

  • Safari 1.1 or higher
  • Mozilla Firefox 1.5 or higher

Linux

  • Mozilla Firefox 1.5 or higher

Solaris

  • Mozilla 1.7 or higher

Additional Requirements:

  • Macromedia Flash Player 8 or higher
  • Macromedia Flash Player 9 or higher for Linux and Solaris
  • Minimum bandwidth requirement is 56 kb/sec

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing! Dial-up connectors - please allow more time.