Leadership on Point

Powerful, Persuasive Book Captures New Reality in Customer Care

May 23, 2011 Richard Levin

Book Review: Wired and Dangerous, by Chip R. Bell and John R. Patterson.

Wired and Dangerous, Chip Bell and John Patterson

I have distinct childhood memories of my grandparents sharing the latest news with their neighbors.  I remember my grandmother tapping on the pipes in her apartment to summon her upstairs neighbor to a conversation.  And I recall my grandfather talking to friends over the back fence, and my grandmother chatting with neighbors across their mutual clothesline strung across their backyards.

We’ve gone from clothesline to online in communicating the latest information.  And while my grandparents had the quaint opportunity to share product and service reviews over the back fence, their customer experiences reached a miniscule fraction of the consumers we can reach today with merely the click of a mouse.

Thus is the premise of Chip Bell and John Patterson’s powerful and persuasive book, Wired and Dangerous.  The title is apt.  Today’s customers can bring a business to its knees by virally spreading a negative consumer review online.  Wired and Dangerous is full of real-life narratives of customers distributing stories about their horrific experiences.  But more than that, Wired and Dangerous issues a siren call to the business world: treat your customers with respect, and you will thrive; treat them poorly and you will lose market share and earnings literally in an instant.

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Leading from the Office is for Wimps!

November 5, 2010 Chip Bell - Guest Author

“You can pretend to care, you cannot pretend to be there,” wrote Texas Bix Bender in his book Don’t Squat With Yer Spurs On!

Bender was describing a vital feature of leadership—command presence.  People who spend more than twenty minutes in the military know the power of command presence.   Officer school candidates are drilled on the power and practice of the manner of a leader—focused, attentive, and most important, in attendance. Command presence is not about arms-length control, it is about a live connection.

Davy Crockett had command presence. “David Crockett seemed to be the leading spirit. He was everywhere,” wrote Enrique Esparza, eyewitness to The Alamo in a newspaper article following the legendary siege.  Great leaders are all about spirit…that is, being, not just doing. They focus on being there, everywhere, not in absentia. And, when they are there, they are all there…present and accounted for.

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