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Exposes a 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 - Filled with real-world stories and practical examples illustrating successful and unsuccessful service models - Winner of 2012 Bronze Axiom Business Book Award & 2012 Silver Ippy Award in Sales 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. And--when they receive poor or impersonal service--they talk back, avenging perceived wrongs with a voice amplified to global proportions. 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 edgy customers into eager partners. Today, a single snarky video or damning review gone viral can bring down an entire company. You can't ride this one out--that video or review will be up forever. To succeed in this new world, service providers must preemptively shift their practices to treat newly empowered customers not as cash machines but as collaborators. Bell and Patterson use real-world examples to provide powerful ways to bring harmony to a relationship that was out of whack even before the Internet.

Photograph of the entrance station after being relocated in the North Unit of Theodore Roosevelt National Memorial Park.

Photograph of a new trash can along the park road in the North Unit of Theodore Roosevelt National Memorial Park.

Animal pens at the wildlife handling facility are ready for bison in the South Unit of Theodore Roosevelt National Park.

The truck loading chute at the wildlife handling facility is ready for bison in the South Unit of Theodore Roosevelt National Park.

Photograph of logs and metal rods with wire placed along the Little Missouri River to prevent land erosion in the North Unit of Theodore Roosevelt National Park.

Photograph of a jetty made of logs along the Little Missouri River to prevent land erosion in the North Unit of Theodore Roosevelt National Park.

Photograph of park staff constructing a jetty of wood and dirt along the Little Missouri River to prevent land erosion in the North Unit of Theodore Roosevelt National Park.

Photograph of a jetty made of wood and dirt after construction along the Little Missouri River to prevent land erosion in the North Unit of Theodore Roosevelt National Park.

Photograph of old stone culvert #4 (90” x 68” in size) and bridge prior to reconstruction along the scenic road in the North Unit of Theodore Roosevelt National Park.

Photograph of old stone culvert #5 (72” x 86' in size) prior to reconstruction along the scenic road in the North Unit of Theodore Roosevelt National Park.

Photograph of a group of Boy Scouts in the North Unit of Theodore Roosevelt National Park.

Photograph of old stone culvert #2 and bridge prior to reconstruction along the scenic road in the North Unit of Theodore Roosevelt National Park.

Photograph of an old stone culvert and bridge showing signs of slumping along the scenic road, one and a half miles from US Highway 85, in the North Unit of Theodore Roosevelt National Park.

Close-up photograph of a stone culvert along the scenic road, one and a half miles from US Highway 85, in the North Unit of Theodore Roosevelt National Park.

Photograph of an entrance pylon being relocated.

Photograph of park staff relocating the visitors' center and the entrance sign.

Photograph of the old east entrance contact station and entrance pylon with a sign.

Photograph of the stone foundation from a relocated entrance pylon.

Photograph of the road leading from U.S. Highway 85 to the North Unit visitors' center.