Tag 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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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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A River Runs Through Service

Standing on the banks of a magnificent river, you can let your imagination run wild.  A mighty river can take you many miles, connecting you with countless ports and people along the way.  Rivers are still an important source of … Continue reading

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Gratitude – A True Measure of your Service Warmth

“Thank you” are the two most important words in the English language.   Yet, how often are you served and end up the only one in the equation doing the thanking?  It is always important and never more so than in … Continue reading

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The Future of the Customer (Next Month)

It all happened in a matter of minutes late one Sunday evening at my desk.  I was on-line ordering promotional visors for our new book from Stitch America in Bremen, GA.  I had selected the visor color, style, and words … Continue reading

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Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous – Proposal #171

Customers today are picky (all about value), fickle (reluctant to show loyalty), vocal (quick to complain) and vain (only interested in tailored service). But, they are also wired and dangerous. Dave Carroll’s YouTube video has cost United Airlines and estimated … Continue reading

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Lost in Service

“You do beautiful work!”  The compliment bounced off the back wall of the tiny mountain wood shop like an echo.  The target of the accolade seemed completely deaf.  The nearby admirer repeated her praise directed point-blank at the busy-at-work wood … Continue reading

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Ready to get Wired and Dangerous?

We’re glad you’re here to ride with us on the journey of Wired and Dangerous. Chip and John

Posted in Customer Relationship, CustomerThink, Partnering with Customers, Partnership Principles, Service Covenant, Wired and Dangerous | Tagged , , | Leave a comment