Wired and Dangerous: How Your Customers Have Changed and... and over one million other books are available for Amazon Kindle. Learn more
Qty:1
  • List Price: $19.95
  • Save: $5.58 (28%)
FREE Shipping on orders over $35.
Only 3 left in stock (more on the way).
Ships from and sold by Amazon.com.
Gift-wrap available.
Add to Cart
FREE Shipping on orders over $35.
Used: Like New | Details
Sold by Buy_From_Dale
Condition: Used: Like New
Comment: * Personalized inscription by Author , Amazon ships with Tracking#, Qualifies for Free Shipping.
Add to Cart
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

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


See all 5 formats and editions Hide other formats and editions
Amazon Price New from Used from
Kindle
"Please retry"
Paperback, June 6, 2011
$14.37
$0.79 $0.01

Frequently Bought Together

Wired and Dangerous: How Your Customers Have Changed and What to Do About It (Bk Business) + Take Their Breath Away: How Imaginative Service Creates Devoted Customers
Price for both: $36.72

Buy the selected items together

NO_CONTENT_IN_FEATURE
NO_CONTENT_IN_FEATURE

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: 6.3 x 7.8 x 0.7 inches
  • Shipping Weight: 11.2 ounces (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (29 customer reviews)
  • Amazon Best Sellers Rank: #684,680 in Books (See Top 100 in Books)

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.


More About the Authors

Discover books, learn about writers, read author blogs, and more.

Related Media


Customer Reviews

5.0 out of 5 stars
5 star
28
4 star
1
3 star
0
2 star
0
1 star
0
See all 29 customer reviews
It is also jam packed with stories that bring the ideas in the book to life.
Kathryn S Heath
Wired and Dangerous is Chip Bell's best book yet - no small thing, since his books have long been the gold standard for organizations engaged in customer service.
Tony Putman
This is the premise of Chip Bell and John Patterson's powerful and persuasive book, Wired and Dangerous.
Richard Levin

Most Helpful Customer Reviews

3 of 3 people found the following review helpful By Rolf Dobelli HALL OF FAME 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
7 of 9 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!
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
6 of 9 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 ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
4 of 6 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
4 of 6 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
4 of 6 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."
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again

Customer Images

Most Recent Customer Reviews

Search