Wired and Dangerous

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?

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?

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Covid-19 Crisis Management Planning with a Customer Focus

Wired and Dangerous

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.

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.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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.”

Veterans Day 2019: Customer Service and the Rules of Combat

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

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.

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!

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Do You Love Up Your Customers?

Wired and Dangerous

Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace.

Hotels 138

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!

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.

Are Your “Night Lights” Effectively Guiding the Customer Journey?

Wired and Dangerous

Night lights come in many forms and styles. The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown. We have a friend who is an avid bird watcher—every night light in his house is a different bird.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

What Service Time is Acceptable to Your Customers?

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.

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.

Does Your Customer Experience Build Loyalty?

Wired and Dangerous

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Are Your Customers Free to Come and Go?

Wired and Dangerous

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 no grass, bales of hay are delivered to their “doorstep.”

Recipe For Great Customer Experiences!

Wired and Dangerous

In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away! .

Can Your Customers Always Feel the Trust in Their Journey With You?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

How Do You Show Appreciation to Your Employees and Customers?

Wired and Dangerous

The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*!

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Who is in charge of your ATTITUDE?

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 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.

Does your service process require hoop jumping?

Wired and Dangerous

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories.

How Deep is Your Service Attraction?

Wired and Dangerous

Eye candy! It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff. But, eye candy has a shady reputation.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Seeing Your Customers in a New Light

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

What’s Your Plan in Case of a Service Breakdown?

Wired and Dangerous

Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

Travel 114

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

Communicating that Customers Matter

Wired and Dangerous

In the last few months, we have visited several C level officers of client companies. Most executive offices today are smaller than in past years and have interiors that are no longer decorated to communicate importance and prestige.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Innovative Service: Emotional Connections for Great 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.