Wired and Dangerous
Customers today are picky, fickle, vocal, and “all about me” vain. They are also empowered and wired. Like it or not, the internet has tipped the balance of power and forever changed the way customers and organizations interact. A single snarky video or damning review gone viral can bring down an entire company. This book provides a tested formula for transforming today’s edgy customers into eager partners. An international best-seller
“At Zappos, we found that the more we invested in customer service, the more loyal our customers became. Wired and Dangerous can help anyone interested in delivering happiness to today’s internet-empowered customer.”
−-Tony Hsieh, CEO of Zappos.com, Inc. and author of the #1 NY Times Best-selling author of “Delivering Happiness”
“…provocative insight, an irresistible page turnings look at the empowered customer.”
“Bell and Patterson explain how to master the new service paradigm — a partnership between you and your customers. Their rich stories and practical advice will prepare you to give up the control needed to make these partnership covenants succeed.”
−-Charlene Li, co-author of the best-selling Groundswell; Fast Company selected her as one of the most creative business minds in the world.
“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.”
−-Cheryl A. Bachelder, CEO, Popeyes Louisiana Kitchen
“Wired and Dangerous should be mandatory reading for anyone with a customer! The only downside would be a reduction in the creation of viral YouTube Music videos!”
−-Dave Carroll, singer/songwriter and creator of “United Breaks Guitars”
“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.”
−-Jeanne Bliss, author of Chief Customer Officer and I Love You More than My Dog: Five Decisions for Extreme Customer Loyalty
“This will be on the test: If you want customers to come and play in your backyard, read Wired and Dangerous and then deliver what Chip and John will teach you.”
−-Jim Blasingame, Host of the Small Business Advocate® Show
"Wired and Dangerous" won a 2012 prestigious Axiom Award in the Sales/Service category over hundreds of titles nominated by publishers throughout North America.
"Wired and Dangerous" won the 2011 IPPY Award (Silver) in the Business Book category. The award was given at the 2012 BookExpo Convention in New York in June. It was chosen over titles nominated by the nation’s independent publishers.
Best Sellers Lists
"Wired and Dangerous" achieved the rank of #1 best-selling customer service book on Amazon.com. The book also climbed to the top 25 best-selling business books on the 800CEORead/Inc. Magazine best-seller list.
in the Media
How Your Customers Have Changed and What To Do About It
Customers coming out of the recent recession are fundamentally different than they were prior to 2008. These customers are picky—more cautious in their choices and even more interested in getting value for their money.
Taming Online Customer Bullies, Cranks and the Like
Militant customers come in various forms. Some appear with an ancient ax to grind. There are the bullies who are courageous only unidentified on the Internet. Then there are the ones seeking a platform for an extreme point of view.
Wired and Dangerous: A book review by Bob Morris
Readers should view this book as a hardware store in which Bell and Patterson, co-proprietors, provide a guided tour during which they explain which tools are available, what their functions, features, benefits are, and how best to use each. [...] My own opinion is that Bell and Patterson’s discussion of these tools [...] is worth far more than the cost of the book.
Powerful, Persuasive Book Captures New Reality in Customer Care
"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.