HighTech, HighTouch Customer Servic..., Micah Solomon
HighTech, HighTouch Customer Servic..., Micah Solomon
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High-Tech, High-Touch Customer Service
Inspire Timeless Loyalty in the Demanding New World of Social Commerce

Author: Micah Solomon

Narrator: Sean Pratt, Micah Solomon

Unabridged: 6 hr 7 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 04/02/2013


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.

About Micah Solomon

Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line.

He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah "The World's #1 Customer Service Turnaround Expert."

Micah also offers his service as a customer service trainer, eLearning training designer, and keynote speaker.

Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review.


Reviews

Goodreads review by Eric on May 20, 2021

Good practical advice.......more

Goodreads review by Thomas on August 29, 2013

Great book on customer service. It has me thinking now about how we could be more anticipatory. The examples are from the usual cast of characters Amazon, Apple, South West Airlines, 4 Seasons etc. Most of the examples are from companies in the expensive end of their industries (Southwest is now alm......more