High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce
Product Number: EB00724848
Released: May 04, 2018
Business Term: 26 Circ
ISBN: #9780814417911
Publisher: AMACOM
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Description

STEVE WOZNIAK, Apple co-founder:"Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade."Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read,Summer 2012" -Readitfor.me:"The 8 new business books you need to readNOW" In an age of social media, smartphones, self-service, and six-second attention spans,High-Tech, High-Touch Customer Servicethrows your business a lifeline. 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. AndHigh-Tech, High-Touch Customer Servicespells 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 Servicereveals 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.

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Author(s): Micah Solomon
Original Publish Date: May 26, 2012

All formats/editions

CD
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Author(s): Micah Solomon
Narrator(s): Micah Solomon, Sean Pratt
Product Number CA0152
Released: Sep 30, 2013
Business Term: Purchase
ISBN: #9781470378936
eAudio
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Author(s): Micah Solomon
Narrator(s): Micah Solomon, Sean Pratt
Product Number Z07097
Released: Sep 01, 2013
Business Term: Purchase
ISBN: #9781470378813

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