Sách High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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"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." -STEVE WOZNIAK, Apple co-founder
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In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws 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. 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.
About the Author
"A new guru of customer service excellence is Micah Solomon."-- The Financial Post
MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.
Review
"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." -STEVE WOZNIAK, Apple co-founder
"It's hard to imagine an organization with front-line employees that won't benefit from the ideas in this book."- SETH GODIN, author, Purple Cow and Linchpin
"Micah Solomon takes on one of the stickiest questions in business today--how to navigate the ever-changing landscape of technology without losing the soul of the customer experience--and explains it with great savvy. High-Tech, High-Touch Customer Service is a must read."
-- Jay Coldren, V.P., Lifestyle Brands, Marriott Int'l.
"To create a personal connection in today's fast-paced environment businesses you must listen and respond at the speed of light - and create a culture built on service. Solomon illustrates how to anticipate customer expectations and deliver a memorable experience every time." Ray Davis, President and CEO, Umpqua Bank
"Clearly the best book on customer service management written in the last decade."-Professor Frank Allen Philpot, George Mason University School of Management
"It's hard to imagine an organization with front-line employees that won't benefit from the ideas in this book."- SETH GODIN, author, Purple Cow and Linchpin
"Micah Solomon takes on one of the stickiest questions in business today--how to navigate the ever-changing landscape of technology without losing the soul of the customer experience--and explains it with great savvy. High-Tech, High-Touch Customer Service is a must read."
-- Jay Coldren, V.P., Lifestyle Brands, Marriott Int'l.
"To create a personal connection in today's fast-paced environment businesses you must listen and respond at the speed of light - and create a culture built on service. Solomon illustrates how to anticipate customer expectations and deliver a memorable experience every time." Ray Davis, President and CEO, Umpqua Bank
"Clearly the best book on customer service management written in the last decade."-Professor Frank Allen Philpot, George Mason University School of Management
Review
“…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
“Solomon has written a book that touches on all of the major issues surrounding customer service.” --Suite101
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