Wired and Dangerous

Part One The Situation
Welcome to Turbulent Times!
1 How the Service Covenant Became Corrupted
2 Picky: Why Today s Customers Are Finicky
3 Fickle: Why Today s Customers Are Capricious
4 Vocal: Why Today s Customers Are Noisy
5 Vain: Why Today s Customers Are Self-Centered

Part Two The Resolution
Spark: The Mouse That Is Roaring
6 How the Service Covenant Can Be Rebalanced
7 Grounding: How to Balance Yourself for Partnership
8 Connection: How to Help Customers Feel Like Partners
9 Bad Connections: How to Turn Angry Customers into Partners
10 Wireless Connections: How to Partner with Customers via the Internet
11 Congruence: How to Get the Service Setting in Balance
12 Acumen: How to Keep the Customer Relationship in Balance

Part Three Suggestions for Partnering with Customers
Flash Drive: Tools and Favorites
Tools
# 1 For Calming Customer Crackpots, Bullies, and Militants
# 2 For Serving When Customer Pain Must Be Involved
# 3 For Giving Great Lateral Service
# 4 For Service Leadership in Turbulent Times
# 5 For Crafting a Really Cool Service Vision
# 6 For a Great Emotional Connection with Customers
# 7 For Conducting a Truly Focused Focus Group
# 8 For Serving as an Expert
# 9 For Serving in the Dark Like a Partner
#10 For Firing a Customer
# 11 For Conducting Customer Forensics
# 12 For Determining If Your Service Process Is Unwell
# 13 For Adding Decoration to the Service Experience
# 14 For Designing a Survey Your Customers Will Actually Complete
Favorites
Best Books for Understanding the Wired and Dangerous Customer
Best Websites for Understanding the Wired and Dangerous Customer
Favorite Service Quotes
Twenty Things Today s Wired and Dangerous Customers Really Want
Favorite Metaphor for Turning Dangerous Customers into Advocates
A Poem on Customers as Partners
Notes
Bibliography
Thanks
Index
About the Authors