Wired and Dangerous

Beware of Assumptions About Your Customers

Wired and Dangerous

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out.

Be an Undercover Provider

Wired and Dangerous

We were working with a large quick-service restaurant company who was doubting the power and profitability of their offering a great customer experience. They were convinced that product, price, PR (as in advertising), and the proper restaurant location would always win the day. “As

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How to Un-Timid Your Customers

Wired and Dangerous

The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago ! They have raised the bar on how they view customer experience.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

What ATTITUDE are your Customers Experiencing?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

What is Required for Great Customer Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

What are your Customers’ expectations of “Fast?”

Wired and Dangerous

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.

Keeping Up the Connections Required for Great Experiences!

Wired and Dangerous

We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while.

Keeping the Relationship in the Customer’s Experience

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” aspect from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Did everyone bring their service greatness attitude today?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Are You Rewarding Behaviors for Great Service?

Wired and Dangerous

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline.

Communicating Who & What Matters Most

Wired and Dangerous

The “new normal” is anything but normal. We have witnessed a terrible pandemic with reverberations throughout our country, our people and our economy. This is a very difficult time for many people, We know that we’ll get through it but these are challenging times. We wish all our readers the best.

Maintaining Customer Relationships During a Pandemic

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank knowledge of her account status but corresponding lack of desire to know her personally.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

As You Re-open Are Your Employees Making Special Experiences?

Wired and Dangerous

the state allows retail stores or restaurants and businesses to reopen after coronavirus restrictions. man with face mask turning a sign on a door shop. economy starts running after being on lockdown. As businesses reopen their physical locations and customers adapt to the new normal of all kinds of virtual experiences it has become more important than ever before to deliver consistently great experiences.

When Do You Give Your Customer Service Experience a Thorough Exam?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers? Does it get a regularly scheduled check-up that touches the entire customer journey through your organization?

Do Your Teams Deliver Great Customer Experiences?

Wired and Dangerous

Customers today are picky, fickle, vocal, and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the treatment provided by service providers as well as their newfound muscle to get their way in the marketplace.

Does Your Organization Partner Internally to Deliver Great Service?

Wired and Dangerous

Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service and able to change delivery systems rapidly as well as effectively in a very challenging environment.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How Has The Pandemic Changed Your Customers’ Journey?

Wired and Dangerous

A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through. The usual train was taken out of circulation for maintenance and a substitute was unavailable. At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”. Customer service can be a lot like the man in the house beside the track.

Can Your Front Line Team Provide a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight.

Have you completed an “attitude audit” from the customer’s perspective lately?

Wired and Dangerous

It all started with a creative conversation…those funny “what if” discussions that get sillier with late night exuberance and adult beverages. What fruit would they be if all pharmacists were a fruit?” asked a deeply serious pharmacist. “If If lawyers were farm animals, which one would they be?” teased a person, targeting his attorney friend. Chip popped the obvious question–if customer service was a mode of transportation, what would it be?

What does your attitude convey to customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Does Your Service Menu Meet Your Customers’ Expectations?

Wired and Dangerous

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.”

Creating Strong Emotional Connections for Great Customer Experience

Wired and Dangerous

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.

Is Your Unit a Coyote or a Roadrunner?

Wired and Dangerous

The Road Runner streaks into the sunset leaving behind a vanquished coyote with a look of exasperation and exhaustion. Road Runner 1, Wile E. Coyote…0. Beep-beep!”. We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed.

What Would Happen If You Offered a Service Guarantee?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.”

Hotels 129

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Are You Prepared to Handle a Customer Service Emergency?

Wired and Dangerous

The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of wine were perfectly chilled. Then, disaster struck! The host opened the first bottle of wine only to discover it tasted like vinegar.

Goodbye to a Wonderful 2019! Hello to a Fabulous 2020!

Wired and Dangerous

As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. Thank you!” These are arguably the two most powerful words in the English language.

Today’s Wired & Dangerous Customers Want It Their Way and Want It When They Want It!

Wired and Dangerous

Early one morning Chip was in his side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As he approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace.

Does Your Team Have a Back-Up Process for Service?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

How can you retain an upset customer?

Wired and Dangerous

New Voice Media recently reported that poor customer service loses American companies over $62 billion annually. 33% of Americans say it only takes a single instance of poor customer service for them to consider switching companies reports American Express! Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.