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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

by Micah Solomon (Author)

  • Used

    Hardcover 2012

    $7.11
Synopsis

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment-lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive-and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service-and how to design it properly * How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide-online and off.

$7.11

Save:$15.84 (69%)

Quantity

1 in stock

More Information

Format: Hardcover
 Pages: 208
 Publisher: Amacom
Published: 20 Jun 2012
ISBN 10: 0814417906
ISBN 13: 9780814417904

Media Reviews
.. .cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone. --Publishers Weekly
This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore. --Small Business Trends
.. .the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world. --IConnect007
.. .easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny). --FastForward Income
.. .must-read for any business leader...the content content is grounded in decades of experience and proven methodology. --Eric Jacobson On Management And Leadership
This 5-star book is eye-opening, entertaining, and above all, emphatically practical...for anyone in business striving...to keep up with technology and to keep their customers. --Clark's Eye-on-Books
.. extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever. --Greg Rollett, Rockstar Lifestyle Design
Sharp, witty and full of practical tools and examples, his text is a fine blend of entertaining read and things I can start doing Monday morning... --Independent Agent
I hope companies pick up this book and implement its ideas right away! If done right, companies can easily have customers for life. --Portland Book Review
The book is a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology. --Eric Jacobson on Management and Leadership
.. a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology. --Examiner.com
Solomon has written a book that touches on all of the major issues surrounding customer service. --Suite101.com
.. .reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis. --Inland Business Journal
Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service. --PM Knowledge Transfer
.. .great read for anyone looking to design and deliver better customer experiences with the help of technology. --ReviewPro
.. .should be read by all business executives...an important book about the negative impact social media has had on the business world. --Blogcritics
.. .will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service... --BlogBusinessWorld.com
Micah's new book is right up my alley! ...This book was fantastic... --It is Alive in the Lab
.. .presents all sorts of practical advice (and real world examples) to organizations on how to adapt to the new balance of power that social media presents. --CIO Digest
.. .for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation. --StellaService
I've never told folks who read our blog that you have to do something...But this time, I'm telling you. You need to read the book. --CPI blog
-...cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone.- --Publishers Weekly
-Solomon has written a book that touches on all of the major issues surrounding customer service.- --Suite101.com
-...reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis.- --Inland Business Journal
-Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service.- --PM Knowledge Transfer
-...great read for anyone looking to design and deliver better customer experiences with the help of technology.- --ReviewPro
-...should be read by all business executives...an important book about the negative impact social media has had on the business world.- --Blogcritics
-...will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service...- --BlogBusinessWorld.com
-Micah's new book is right up my alley! ...This book was fantastic...- --It is Alive in the Lab
-I hope companies pick up this book and implement its ideas right away! If done right, companies can easily have customers for life.- --Portland Book Review
-The book is a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology.- --Eric Jacobson on Management and Leadership
-I've never told folks who read our blog that you have to do something...But this time, I'm telling you. You need to read the book.- --CPI blog
-This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore.- --Small Business Trends
-...the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world.- --IConnect007
-...easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny).- --FastForward Income
-...must-read for any business leader...the content content is grounded in decades of experience and proven methodology.- --Eric Jacobson On Management And Leadership
-This 5-star book is eye-opening, entertaining, and above all, emphatically practical...for anyone in business striving...to keep up with technology and to keep their customers.- --Clark's Eye-on-Books
-..extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever.- --Greg Rollett, Rockstar Lifestyle Design
-Sharp, witty and full of practical tools and examples, his text is a fine blend of entertaining read and things I can start doing Monday morning...- --Independent Agent
-...presents all sorts of practical advice (and real world examples) to organizations on how to adapt to the new balance of power that social media presents.- --CIO Digest
-...for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation.- --StellaService
-..a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology.- --Examiner.com
Author Bio

MICAH SOLOMON (Seattle, WA) has been named by the Financial Post as a new guru of customer service excellence. He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in FastCompany, Inc. Magazine, Bloomberg BusinessWeek, Forbes.com, NBC and ABC television programming, and elsewhere.