Category Archives: Wired and Dangerous

How the Recession Changed Your Customers

There is no doubt customers coming out of the recent recession are fundamentally different than they were before. Even customers not directly impacted financially were emotionally shaken by the uncertainty, anxiety and adverse impact on family and friends.  Learning more … Continue reading

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Are You Your Customer’s Jailer?

Growing up on a cattle farm is a chance to see both the promise and perils of freedom.  For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond.  In the winter when there is … Continue reading

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Wired & Dangerous co- author John R. Patterson to Speak at Dallas Business Growth Summit, October 11th

John Patterson will be speaking about how customers have changed and what to do about it at the Dallas Business Growth Summit, scheduled for Thursday, October 11, from 4:00 pm until 8:00 pm. Sponsored by ExperiPro, a Dallas-based business consulting … Continue reading

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The Storm of Customer Discontent

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view.  Weather becomes up close and personal.   I watched a major rain storm crawl across the distant plains and deliver a hard punch … Continue reading

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Seeing Great Service

Laura Goodrich has a new book out called, “Seeing Red Cars.”  The premise is simple.  Once you buy a red car, all of a sudden, red cars seem to be everywhere. There is an ancient adage that communicates a similar … Continue reading

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Customers with a Need for Speed

The food bank near my home was depending on me for help distributing food.  It meant being there on time to set up.  But, I got behind a slow car on a two-lane highway in a mountainous area.  I was … Continue reading

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Inside the Service Bubble

“They always seem cooperative to me,” said one physician.  “I cannot believe Ms. Jones cursed out the receptionist,” reported another, “She was so friendly when I did her examination.” The doctors gathered in the break room of the hospital were … Continue reading

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Four Keys to Crafting an Effective Service Vision

Creating a service vision for your organization is vital to ensuring your customers and you have a keen understanding of what you offer and how it is differentiated from your competitive market. Crafting an effective service vision reflects a blend … Continue reading

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The Guitar Heard Around the World

After musician Dave Carroll learned from fellow passengers that United Airlines baggage handlers were damaging his guitar on the tarmac, he was unable to find anyone at United willing to make the situation right, so he made a music video … Continue reading

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Rethinking the Meaning of Service

“There is absolutely no ambiguity about the true meaning of a back blast,” barked the Army sergeant as he cautioned recruits in boot camp to avoid getting behind an anti-tank bazooka (now the M72 LAW) about to be fired. How … Continue reading

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