Table of Contents

Introduction: Welcome to Turbulent TimesSection I: Understanding the New (Normal) Customer
1: Picky: "But, It's Not Exactly What I Want"
2: Fickle: "You're Not the Only Game in Town"
3: Vocal: "You're Not Going to Believe This One"
4: Wired: "We Are Desperados Waiting for a Train"
5: Vain: "What? You Mean Me?"Section II: Delivering Service Calm
6: The Power of Grace Under Pressure
7: Understanding the Elements of Service Calm
8: Sourcing a Calling
9: Connecting with the New Customer
10: Connecting with a Digital Dialogue
11: Connecting with Furious Customers
12: Centering the Service ExperienceSection III: Supporting and Sustaining Service Calm
13: Harvesting Customer Intelligence
14: Caretaking Happy Processes
15: Nurturing Partnerships
16: Leading Service Calm
17: Using the Service Calm Toolbox

About the Author

Chip R. Bell is a senior partner with the Chip Bell Group, which consults with organizations on strategies that support long-term customer loyalty. A renowned keynote speaker, he is the author or coauthor of bestsellers such as Magnetic Service, Managing Knock Your Socks Off Service, and Service Magic. John R. Patterson is founder and president of Progressive Insights, a Chip Bell Group affiliate. His consulting practice helps organizations worldwide consistently deliver great customer experiences that create devoted customers. He is the coauthor, with Chip Bell, of the bestselling Take Their Breath Away and Customer Loyalty Guaranteed.

Reviews

"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."
--Lou Dobbs

"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, author of Open Leadership and co-author of the best-selling Groundswell

"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

"Wired and Dangerous provides powerful, cutting edge solutions for turning today's restless customers into loyal advocates who ensure growth and increased profits. A must read!"
--Daniel Burrus, author of the best-selling Flash Foresight

"Chip and John have taught our company the power of turning satisfied customers into advocates. Their lessons in Wired and Dangerous lead to effective strategies for creating loyalty among today's demanding customers."
--Carrie Freeman Parsons, Vice Chair, Freeman

"Wired and Dangerous is a wake-up call to business leaders about how today's
empowered customers can build or destroy brands in record time. Buy it and use the insights and tools to deliver loyalty-building customer service experiences."
--Bob Thompson, Founder and CEO, CustomerThink

"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."
--Shaun Smith, author of Bold: How to Be Brave in Business and Win.

"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 (R) Show

"Whether through personal anecdotes or insightful research, Chip and John have succeeded in providing the sobering truth--the consumer is more empowered than ever before and expectations for service have changed. They provide meaningful advice on how you can still succeed."
--Jay Karen, President and CEO, Professional Association of Innkeepers International