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Wired and Dangerous
Book

Wired and Dangerous

How Your Customers Have Changed and What to Do About It

Berrett-Koehler, 2011 more...


Editorial Rating

7

Qualities

  • Well Structured
  • Overview

Recommendation

Due to the deterioration of the social contract 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 offer 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.

Take-Aways

  • The “service covenant” is an unstated compact between companies and consumers.
  • Companies have abused the trust implicit in this compact.
  • Customers, as a result, are cynical and have little brand loyalty.

About the Authors

Chip R. Bell is senior partner at the Chip Bell Group. John R. Patterson is founder and president of Progressive Insights. They also co-wrote Customer Loyalty Guaranteed and Take Their Breath Away.


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