University of Minnesota - UMN Executive Leadership Insights
Wired and Dangerous
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Wired and Dangerous

How Your Customers Have Changed and What to Do About It

Chip R. Bell and John R. Patterson
Berrett-Koehler, 2011
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Editorial Rating

7

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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.

Summary

Customers: A Whole New Ball Game

Today’s cautious, cynical customers differ from the trusting, hopeful consumers of the past. In the past, companies could ignore customers’ service requests without suffering retribution. These days, thanks to the Internet, a single angry customer can cost a company millions in sales or stock value, or both. Years ago, customers did not expect excellent service at every turn. Now they compare local companies to FedEx, Zappos or UPS. Customers anticipate the same special consideration and care that, for example, Disney associates deliver. This level of quality service is the “new normal.” Customers demand no less and abandon companies that don’t measure up.

Additionally, consumers nowadays have choices for every product and service, such as an astounding variety of different breads. Compare the different bread options now on the market with the sole bread choice in the US – white bread produced most likely by Sunbeam or Wonder – commonly available a few decades ago. With today’s tremendous diversity of products and services, customers understand that they call the shots. They are not reluctant to exercise their authority and will do ...

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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