Wired and Dangerous: How Your Customers Have Changed and What to Do About It

Customers today are picky, fickle, vocal, and “all about me” vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back—with a single snarky video or damning review gone viral, they can bring down a company. To succeed in this new world, it is vital that customers are treated not as cash machines but as collaborators. Chip Bell and John Patterson analyze this service revolution and provide a tested formula for transforming today’s edgy customers into eager partners. Using real-world examples, they detail compelling methods and pragmatic tools for bringing harmony and balance to a relationship that was out of whack even before the Internet.
Wired and Dangerous is the recipient of several awards, including a silver medal in the Business/Career/Sales category of the 2012 Independent Publisher Book Awards and bronze medal in the Sales category of the 2012 Axiom Business Book Awards.
“Provocative insight, an irresistible page-turning look at the empowered customer.”
—Lou Dobbs
“Bell and Patterson explain how to master the new service paradigm—a partnership between you and your customers.”
—Charlene Li, author of Open Leadership and coauthor of the bestselling Groundswell
“Provides powerful, cutting-edge solutions for turning today’s restless customers into loyal advocates who ensure growth and increased profits.”
—Daniel Burrus, author of the bestselling Flash Foresight