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Wired and Dangerous: How Your Customers Have Changed and What to Do About It (Bk Business)
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Wired and Dangerous: How Your Customers Have Changed and What to Do About It (Bk Business) [Kindle Edition]

Chip R Bell , John R. Patterson
4.9 out of 5 stars  See all reviews (30 customer reviews)

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Book Description

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

Editorial Reviews

About the Author

Dr. Chip R. Bell is founder of The Chip Bell Group, which focuses on helping organizations build a culture that supports long-term customer loyalty. He was formerly Vice President and Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division. He is the author or co-author of eighteen books including Magnetic Service, Managing Knock Your Socks Off Service, and Service Wisdom.

John Patterson is President of Progressive Insights in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the book. He holds a graduate degree in business from the Darden School at the University of Virginia. He is the co-author with Chip Bell of Customer Loyalty Guaranteed and Take Their Breath Away.

Product Details

  • File Size: 823 KB
  • Print Length: 265 pages
  • Page Numbers Source ISBN: 1605099759
  • Publisher: Berrett-Koehler Publishers (June 6, 2011)
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B0051ANRDQ
  • Text-to-Speech: Enabled
  • X-Ray:
  • Lending: Not Enabled
  • Amazon Best Sellers Rank: #909,476 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

Most Helpful Customer Reviews
7 of 8 people found the following review helpful
Wired and Dangerous is a wake-up call for anyone who deals with customers. The thing I love most about this book is that Bell and Patterson outline clear actionable methods and tools to help you succeed in the new paradigm of customer service. The Internet isn't going away, your customers are going to use it to sing your praise or tell the world why they shouldn't do business with you. Wired and Dangerous tells you exactly what to do to turn today's picky customers into passionate advocates.
Who would have thought a customer loyalty book would be a page turner? But it IS!
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3 of 3 people found the following review helpful
Due to the deterioration of the social compact between customers and companies, coupled with the networking power of the Internet, today's customers are "wired and dangerous" and able to damage companies if they deliver substandard service. Consultants Chip R. Bell and John R. Patterson examine how service has gone awry in recent years and suggest how to get it back on track. The authors offers a foreboding message: Customers possess power, and companies had better treat them right. getAbstract recommends this important read to business professionals and to anyone seeking to provide top service and develop strong customer relationships.
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6 of 8 people found the following review helpful
While my grandparents had the quaint opportunity to share with their neighbors product and service reviews over their back fence, their customer experiences reached a miniscule fraction of the consumers we can reach today with merely the click of a mouse.

This is the premise of Chip Bell and John Patterson's powerful and persuasive book, Wired and Dangerous. The title is apt. Today's customers can bring a business to its knees by spreading a negative consumer review online. Wired and Dangerous is full of real-life narratives of customers distributing stories about their horrific experiences. But more than that, Wired and Dangerous issues a siren call to the business world: treat your customers with respect, and you will thrive; treat them poorly and you will lose market share and earnings literally in an instant.

What's striking about Wired and Dangerous, besides its accurately dire warnings, is its ability to prescribe pragmatic ways for businesses to thrive in the new world of customer loyalty. If you are a business owner or an employee, I strongly suggest you read the first few exquisitely well-written chapters to get yourself in the right mindset, then proceed to the latter part of the book, where resolutions to our current consumer challenges are finely drawn in innovative, practical ways.

The biggest attribute of Wired and Dangerous is that its authors definitely know what they are talking about. If businesses are going to listen to anyone on this subject, they would do well to pay close attention to the experience and suggestions of Bell and Patterson. I don't think anyone knows the subject better.

Do I share Bell and Patterson's assertion that we are heading toward a consumer/business showdown? Absolutely.
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4 of 5 people found the following review helpful
5.0 out of 5 stars Something here for all business leaders May 23, 2011
Bell & Patterson have written several great books on customer service. This one does not disappoint. They have brought their core beliefs right up to date with the Internet customer. The customer has all the power with respect to Internet information access. the vendor still retains the ability to create a great or not so great experience. They do a good job explaining why the trend to self serve is not always in the customers interest and how to be better at service anyway. Lost of great examples round out this easy to read book .. There is something for every business leader in this book . In our experience in Content marketing practice, their tips on voice of the customer and front line workers are very useful.
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4 of 5 people found the following review helpful
This is one of the best books that I have read overall in the past few years. It brilliantly lays out the paradigm shift amongst customers and the idea of service in our current, over-competitive, over-stimulated environment.

The book is well constructed, introducing the new customer paradigm, then offering solutions and tactics for engaging the customers from two men who have made a life-long career in the loyalty and service business.

Peppered with examples and anecdotes from their own lives as well as others, this is a book that is jam-packed with information and one you will be continually referring to whether you have a small business or a Fortune 500 business.
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4 of 5 people found the following review helpful
5.0 out of 5 stars President, CustomerBliss May 20, 2011
"When you include your customers in your business, you build an army that grows your business for you. Using their mouse, voice, and influence, they will become your greatest megaphone! Chip and John show how the new normal customer can create the prosperity all businesses desire."
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5.0 out of 5 stars Great read, a must for people in the services industry February 26, 2014
Format:Kindle Edition|Verified Purchase
This book helps you understand the mentality of today's customers and consumers. It is written in easily understandable language and gives great advice on how to treat customers and what to expect from them today. I enjoyed reading this book.
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5.0 out of 5 stars Must Read For Anyone in the Customer Experience Field January 27, 2013
Format:Kindle Edition|Verified Purchase
The authors do a fantastic job of elaborating on how customers have changed, and how important customer experience is today. Great book that will change your thinking.
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Most Recent Customer Reviews
4.0 out of 5 stars Four Stars
Definitly a good read
Published 3 days ago by Kayto
5.0 out of 5 stars Great read
This was right on with what is happening with my customers in this day and age. I enjoyed it thoroughly!
Published 20 months ago by Lori Lo Duca
5.0 out of 5 stars A Must Read
Wired and Dangerous is a must read for anyone who wants to anticipate customer needs and expectations to accelerate growth regardless of economic conditions. Buy it today!
Published on November 8, 2011 by Daniel Burrus, Author, Flash Foresight
5.0 out of 5 stars It is Dangerous NOT to read "Wired and Dangerous"
If you want to peer inside the minds of today's "wired" customers and learn how to turn that knowledge into delivering a delightful customer experience, I just found a secret... Read more
Published on July 18, 2011 by Dale G Wolf
5.0 out of 5 stars Wired and helpful
As a happy "customer" (reader), I'd like to use the web for praise rather than complaint.

Anyone who has customers and wants to keep them should read this book. Read more
Published on June 23, 2011 by J. F. Malcolm
5.0 out of 5 stars Wired and Dangerous - Customer Service 3.0
I was intrigued on page one with the quote by Charles Dickens, but Wired and Dangerous explains the New Normal for Customer Service in the Internet era - Customer Service 3.0. Read more
Published on June 23, 2011 by John L. Corbitt
5.0 out of 5 stars A comprehensive road map for the new landscape of customer...
After carefully identifying the "what" of a customer relationship in Part One (Chapters 1-5), Chip Bell and John R. Read more
Published on June 17, 2011 by Robert Morris
5.0 out of 5 stars Wired and Dangerous is full of wit and wisdom.
Wired and Dangerous is full of wit and wisdom. The book does an excellent job of explaining the whole new dimension of the online relationship between businesses and their... Read more
Published on June 17, 2011 by Kathryn S Heath
5.0 out of 5 stars DON'T READ THIS BOOK!
Unless you truly want some riveting insights about how to turn your fickle, idiosyncratic, emotional, and often selfish customers into advocates who will passionately tell your... Read more
Published on June 15, 2011 by Kevin Freiberg
5.0 out of 5 stars Wired and Dangerous Sending a Strong Signal
I have been a long-time fan of Chip Bell and his work on customer focus/customer loyalty issues. With his latest book, written with co-author John Patterson, come solid strategies... Read more
Published on June 12, 2011 by Tony D'Amelio
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