Wired And Dangerous

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt ...

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

"This book comprehensively details the path of feeling. Once one has a long drink of the experience of feeling that Callahan writes about, it will be difficult to quench one’s thirst for it with less." -Timothy S. Bennett, writer, artist and filmmaker "An owner’s manual for Sane Human Being! Pretty soon you’ll reclaim who you have always been, who you came here to be: deep and authentic feeling, conscious life, and a chance to play a part in the healing of our collective nightmare." -Malidoma Patrice Somé, PhD, author, healer, African Shaman "For modern seekers, responding to the call for initiation into relationship, here is an open invitation. As with all true rites of passage, there is no promise of safety along the way, and, the potential for transformation is boundless." -Sally Erickson, artist, psychotherapist, community organizer, and film producer. This book is about feelings, and the ways that we, as individuals and as a culture, have numbed ourselves against them. It is about unleashing the possibility of using your conscious feelings to re-shape your life around what really matters to you. Conscious Feelings introduces readers to the concept of the "personal numbness bar" –– a measure set high by modern culture as a way of keeping everything "cool," under control, and consequently out of touch. This book provides the insight and the means for lowering that numbness bar. "You can feel more wisely and effectively," the author asserts. You can regain the intelligence and energy of your feelings, so long denied and dressed up to appear acceptable. "Being cool," Callahan states, "allows you to look the other way about schooling, prescription drugs, corporate wrongdoing, corruption, pollution, injustice, your life purpose, your love life, and your job," and to accept the generic malaise that characterizes so many ordinary relationships. The central framework of the book is built with the Ten Distinctions for Consciously Feeling, including: Learning the potent difference between thoughts and feelings. Sorting out feelings (based in the present) from emotions (based in the past, on cultural or religious beliefs). Experiencing how feelings are absolutely-neutral energy and information, neither good nor bad, neither positive nor negative, yet extremely useful in your adult life. Each chapter is enriched with THOUGHTMAPS—clear diagrams of ways you presently think and ways you could possibly think—supported by an abundance of practical experiments t

“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.

The Electric Kool-Aid Acid Test for our own age, the story of a dreamer who turned American media upside down—and suffered the consequences Louis Rossetto had no money, no home, no job. Five years later he owned the hottest magazine in America and was poised to become an international tycoon, with America’s most powerful financiers by his side. Rossetto was the founder and editor of Wired, whose hyperactive Day-Glo pages proclaimed that every American institution was obsolete. Instantly, Wired, was everywhere—on television, passed around the halls of Congress, displayed in the office of the president of the United States. Wired,’s headquarters in San Francisco became a pilgrimage site for everybody who wanted to be at the white-hot center of the digital revolution. Not since the early days of Jann Wenner and Rolling Stone had anybody so brilliantly channeled the enthusiasms of his era. But this was only the beginning. Wired cast an uncanny spell, creating a feedback loop that grew stunningly out of control. Wired,’s online site, HotWired, designed and sold the first banner advertisements for the World Wide Web, unleashing a commercial frenzy. Wired, reached for empire, with a book-publishing company, a broadcast division, and foreign editions all over the globe. But as the market’s enthusiasm outstripped the limits of reason, Rossetto faced a battle over the fate of Wired that would prove the ultimate test of his radical ideas. Gary Wolf, one of Wired,’s most popular writers, takes no prisoners in this insider’s account, telling a story that is alternately thrilling, hilarious, heartbreaking, and absurd. Now that bumper stickers read-ing please god–just one more bubble have been sighted on the highways of California, Wired—A Romance goes beyond the dot.com clichés and paints a deeply affecting portrait of the boom.