This week’s Resource Recommendation is wired and dangerous: how your customers have changed and what to do about it by Chip R. Bell and John R. Patterson.
Yes, I know the authors of this book. And yes, I have read many of their books, so I expected to like this book. And, I’ve read many books (theirs and others) about Customer service, the Customer Experience, Customer Relationships and more. So I wasn’t sure how much I would learn that was new.
In short, I was right and I was wrong. I do like the book, and I definitely learned new stuff.
In many areas of life I preach the mantra that people are people are people, and that time, circumstance and geography contribute to smaller differences than many want to recognize. While I still believe that as a principle, the first section of this book gave me pause – with much research backing it up – that customers have changed in their expectations and in their tools (new internet tools and social networks for example). For me, this first section of the book was worth the read. In fact, in giving a talk to some leaders the day after I finished reading it, I recommended the book to them after quoting statistics from it!
The book is divided into three sections: the Situation, The Resolution and Suggestions (or tools).
I’ve already described the first section. The authors admit it doesn’t give you suggestions, those come later, and so while I wanted to skip ahead, the information was compelling enough that I didn’t skip – or even skim.
From reading other books by Chip and John I knew to expect well-researched and thoughtful work. I wasn’t disappointed. In the second section, they share their Customer Service Loyalty pyramid – a takeoff on Maslow’s hierarchy of needs. It is well done and worthy of much thought and consideration. If anything, more time could be spent on this concept.
The third section is more reference-like. I didn’t read each page, rather I picked some specific areas to focus on, and I know I will refer back to other pieces in the future.
This book is not officially released as of this writing. Whether you are just starting your collection on Customer Service, or considering adding to it, I’d put this book on your list. But why just put it on your list, order your copy today – and be among the first to read and apply this excellent book. You and your Customers will be glad you did.