Acclaim for Wired and Dangerous

“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, of AFC Enterprises Inc., and President, Popeyes Louisiana Kitchen

“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

“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 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 the “United Breaks Guitars” viral YouTube music video

“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

“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

“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, coauthor of Bold

“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 New York Times bestselling Delivering Happiness

“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 coauthor of the bestselling Groundswell

“Provocative insight, an irresistible page-turning look at the empowered customer.”

—Lou Dobbs

“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