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Wired and Dangerous: How Your Customers Have Changed and What to Do About It (BK Business) Paperback – June 6, 2011

30 customer reviews

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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.

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Product Details

  • Series: BK Business
  • Paperback: 224 pages
  • Publisher: Berrett-Koehler Publishers; 1 edition (June 6, 2011)
  • Language: English
  • ISBN-10: 1605099759
  • ISBN-13: 978-1605099750
  • Product Dimensions: 7.8 x 0.7 x 6.3 inches
  • Shipping Weight: 11.2 ounces (View shipping rates and policies)
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (30 customer reviews)
  • Amazon Best Sellers Rank: #1,379,826 in Books (See Top 100 in Books)

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7 of 8 people found the following review helpful By Lisa Earle McLeod on May 20, 2011
Format: Paperback
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 By Rolf Dobelli HALL OF FAMETOP 1000 REVIEWER on November 1, 2011
Format: Paperback
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 By Richard Levin on May 22, 2011
Format: Paperback
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.
Read more ›
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4 of 5 people found the following review helpful By Reg Nordman on May 23, 2011
Format: Paperback
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 By Carol Roth on May 22, 2011
Format: Paperback
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 By Jeanne Bliss on May 20, 2011
Format: Paperback
"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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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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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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