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Chip Bell, Wired & Dangerous
isbn 1605099759

This book describes very powerful how customers have changed. Why they are distracted and how they make their choices today. We are moving from the old 'word of mouth' towards 'word of mouse'. Social media is already having an enormous impact on the purchasing process. And it has only just begun! In the book, they describe how to connect to the new customers and find a new balance of 'service calm'.