Wired and Dangerous

Business, Money & Investing

By Chip Bell

Publisher : Berrett-Koehler Publishing

ABOUT Chip Bell

Chip Bell
Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books.  Their newest book is Wired and Dangerous:  How Your Customers Have Changed and What to do About it. 



The "perfect storm" of an anxiety-ridden recession coupled with the frustration caused by the removal of "high touch" from service through self-service and automation, plus the power and instant reach of the internet has created a wired and potentially dangerous customer.  We must return to a partnership approach to customer loyalty.  This book provides the why's, what's and most important, the how's for turning picky, fickle, vocal and vain customers into advocates.