Customer Reviews

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

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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!

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.

For anyone interested in making goals like "customer engagement" or "customer delight" real in today's marketplace, this book is a must read. It is a true field guide to understanding how customer expectations have changed and how the customer experience has been forever transformed by technology. What I love about Chip and John's approach is the vividness of their examples and the practicality of their solutions. This is a game-changer book that you won't be able to put down!

As Chip and John relay in this book, a good customer relationship is governed by honesty, caring, forgiving, lack of judgment, flexibility, and a willingness to try again. If leaders brought these values to the workplace the world would indeed be a better place....and customers would be happier too.

I have not just had a chance to read the book, I have had a chance to see the authors speak on this topic. They are experts, who write well. When you sit down and read about how social media and the internet are changing the way customers behave, this book is essential to help you prepare your organization, your people, and yourself. This book is SO important, because we aren't going back. This is just the beginning!

Chip Bell's new offerinng Wired and Dangerous is proof positive that he's the most prolific writer on customer service of our generation.

Bob Brown

Author of the Little Brown Book of Restaurant Success

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. And is it likely that you will, too? Most assuredly. Wired and Dangerous is a must-read for any individual who leads or works for a business - which pretty much covers most of us. It is an easy, if scary, read. And well worth your time. This is the new world of global consumerism, and Wired and Dangerous is the path to excellence in that new world.

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.

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.

Serving customers has never been more challenging: new generations with different values, new channels, new technologies. Chip Bell and John Patterson argue that to make sense of this we need a new covenant with customers--as usual, they are spot on.