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Title details for High-Tech, High-Touch Customer Service by Micah Solomon - Available

High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce

by Micah Solomon
Sean Pratt
Audiobook
1 of 1 copy available
Borrow Listen to a sample Listen to a sample
1 of 1 copy available
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.

    • Creators

    • Publisher

    • Release date

      April 2, 2013

    • Formats

      • OverDrive Listen audiobook

        • ISBN: 9781469025292
        • File size: 176206 KB
        • Duration: 06:07:05

    • Languages

      • English

    • Reviews

      • Publisher's Weekly

        March 12, 2012
        Consultant Solomon (coauthor of Exceptional Service, Exceptional Profit) helps businesspeople navigate the murky waters of social media–driven customer service, specifically, how to respond, when to respond, and when to keep their mouths shut. The competitive landscape has changed dramatically, and customer expectations with it; never before have customers had such insight into company behavior or such expectation of immediate response. Solomon advocates anticipatory customer service mixed with old-fashioned product creation and service. He also stresses understanding values-based buying, the importance of communicating the company’s principles, autonomy for customer service workers, and methods of handling the fears and hazards of the new landscape. Though occasionally opaquely acronym-heavy, this is a cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone. Agent: Bill Gladstone, Waterside Productions.

    Formats

    • OverDrive Listen audiobook

    subjects

    Languages

    • English

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