Atlanta, GA (PRWEB) April 19, 2012
Chip Bell and John Patterson’s new book WIRED AND DANGEROUS has garnered a best in the sales/service category award from the 2011 Axiom Business Book Awards. Axiom awards are chosen from hundreds of nominated business books across several subject categories.
The international best-selling book continues to garner high accolades for its valuable content aimed at keeping customer service forefront in company’s values to keep up with today’s rapidly evolving customer. Bell and Patterson are dedicated practitioners and renowned thought leaders of customer service and challenge companies to raise the bar on customer loyalty with personable action and incentives for customer loyalty long-term.
“It’s important now more than ever that today’s organizations not lose their direct access to their customers. What we see over and over again in our consulting is companies struggling to keep up with the online demands of their customer base. While social media and online initiatives are important, ‘shaking a customer’s hand’ whether physically or virtually is still key to long-term service loyalty,” notes Bell.
The Internet has tipped the balance of power and forever changed the way customers and organizations interact. Today’s customer is quick to research a provider’s customer sevice reputation online and to provide direct feedback about their experience via their preferred internet channel. The new normal customer really is king and a single critical video uploaded on YouTube or a damning review gone viral stays up perpetually. While that revolution is ongoing – customers at the end of the day still want to have direct access to a company – to a person on the web or phone – and direct action to their requests.
“Customers want to be loyal to companies because those companies that value them do everything right in terms of keeping in touch with what the customer needs, addresses the customer complaints quickly, and helping the customer in any way they can along the customer purchase path. We see over and over how companies that make the customer number one –continue to see that long-term loyalty and bottom line growth,” says Patterson.
Customer service industry veterans and best-selling authors Chip Bell and John Patterson analyze the impact of social media, the revolution in customer relationships and how companies can use it for benefit in WIRED AND DANGEROUS: How Your Customers Have Changed and What to Do About It (Berrett-Koehler, 2011). The book provides a tested formula for restoring balance and transforming today’s edgy customers into eager partners.
“Wired and Dangerous can help anyone interested in delivering happiness to today’s internet-empowered customer.”
—Tony Hsieh, CEO of Zappos.com, Inc.
“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
“…provocative insight, an irresistible page turnings look at the empowered customer.”
For more information about WIRED AND DANGEROUS, visit Chip and John’s Blog at: http://www.wiredanddangerous.com , and follow them on Twitter at @chiprbell and @johnrpatterson .
About the Authors:
Chip Bell is founder of the Chip Bell Group, a consulting firm that helps organizations around the world create a culture that supports long-term customer loyalty. He is the author or co-author such bestselling books as Take Their Breath Away, Magnetic Service, Managing Knock Your Socks off Service, Managers as Mentors and Service Magic. http://www.chipbell.com.
John R. Patterson is president of Progressive Insights, a CBG alliance company. John’s consulting practice specializes in helpings organizations understand how customers have changed in order to create and implement service strategies that drive customer loyalty and business growth. He is the coauthor with Chip Bell of the bestselling Take Their Breath Away and Customer Loyalty Guaranteed. http://www.johnrpatterson.com.