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Wired and Dangerous:
Transforming Demanding Customers into Eager Partners

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Your Customers Have Changed. Here’s What You Can Do About It

Customers today are picky, fickle, and vocal, and all-about-me vain. They have an enormous variety of services and products to choose from, with unprecedented access to information and reviews.

And—when they receive poor or impersonal service—they talk back, avenging perceived wrongs with a voice amplified to global proportions.

During this Webcast Chip Bell and John Patterson, customer service industry veterans, analyze this revolution in customer relationships and provide a tested formula for restoring balance transforming today's demanding customers into eager partners.

They will use real-world examples to provide powerful ways to bring harmony to a relationship that was out of whack even before the Internet revolution started.

What You Will Learn

  • Explores the fundamental shift in the balance of power between customers and service providers that has been fueled by the Internet
  • Provides a tested formula for restoring balance to customer relationships
  • Offers real-world stories and practical examples

While attending this program is FREE, reservations are required.

About the Presenters

Chip R. Bell is the founder of The Chip Bell Group. He has served as consultant, trainer or speaker to such organizations as GE, Marriott, Lockheed-Martin, Cadillac, Ritz-Carlton Hotels, Allstate, Caterpillar, Harley-Davidson and Victoria’s Secret. Leadership Excellence has selected him as one of the top 30 thought leaders in the U.S. Bell is the author or coauthor of 19 bestselling books, including Customer Loyalty Guaranteed, Managing Knock Your Socks Off Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and Wired and Dangerous. His latest book is The 9½ Principles of Innovative Service.

John R. Patterson is president of Progressive Insights, a CBG alliance firm in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the project. His consulting practice specializes in helping organizations around the world effectively manage complex culture change built around customer and employee loyalty. He is the coauthor of Customer Loyalty Guaranteed, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, and his latest, Wired and Dangerous.

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AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.

Technical Requirements

https://event.on24.com/view/help/ehelp.htmlTo fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

  • Windows 7+ (Microsoft Edge, Latest Internet Explorer, Firefox, or Chrome)
  • Apple Mac OS 10.9+ (*Latest Firefox, Safari, or Chrome)
  • Ubuntu Linux (Firefox only)
  • Android 4.x (Chrome Browser Only)
  • Apple iOs (*Latest version, Safari Browser Only)

* Official support for the "latest" version of a newly released browser, among those noted above, will be added within 8 weeks of public release. Until then, the previous version will continue to be supported instead.

If you are using an unsupported version of a Windows, Mac, or Linux operating system, you may experience difficulty in viewing and/or listening to the event.

Test Your Computer

The audio portion of this AMA web event will be delivered directly through your computer’s speakers or attached headphones. To fully participate in this electronic, interactive, live session, please test your system and review the requirements (or ask your IT department) before the program begins:


Additional Requirements:

  • Minimum bandwidth requirement is 512 kbps for meeting attendees
  • In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator.
  • POP-UP Blockers must be turned off to access the program.

Still need Help? Additional technical information can be found here. You can also view these tips in Spanish and French.

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing!