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

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9780814417904: High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

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."
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SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
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"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
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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 read NOW"
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Description: 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.

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Book Description:

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.

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Small Business Trends 10 Best Strategy Books 2013

From the Inside Flap:

"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, co-founder, Apple 
Are you finding customers more and more fickle, less and less loyal, and ever ready to jump off the handle and on to Twitter? Are you starting to sense that the way you've always done customer service simply isn't working anymore? You're right to be alarmed. Terrified, even. Social media, self-service technologies, and smart phones have created a disorienting new landscape for businesses that were chugging along just fine as recently as last month.

You now hold the solution to those concerns in your hands. High-Tech, High-Touch Customer Service is the guide that teaches you to harness the power of technology to build emotional connections with your customers--and generate fierce loyalty as a result.

You'll learn how to bulletproof your business against the increasingly challenging world of customer interactions, both online and off. This book is the tool you need to regain your balance in a world where socially empowered customers pound companies with ever-escalating expectations and where complaints can quickly go viral, with devastating results.

However, this isn't a book that throws the baby out with the digital bathwater. Everything in these pages is grounded in decades of experience and proven methodology. High-Tech, High-Touch Customer Service gives you a clearheaded analysis of what's new in our digitally connected world and what remains unchanged, along with strategies for capturing a customer's business again and again. Packed with brilliant examples of anticipatory customer service, as well as some hilariously cautionary examples of customer service done disastrously wrong, this essential book explains how to:

* Implement the eight unbreakable rules of social media customer service
* Effectively address online customer complaints on Yelp, Twitter, TripAdvisor, and other forums
* Build a powerful culture that's nearly immune to competitive copycats
* Design compelling self-service options for today's customers
* Bind your customers to you closely through technologically informed anticipatory customer service
* Deliver best-of-class customer service in person, on the Web, via social media, and by use of the old-fashioned (but very effective) telephone call

This is the book you've been waiting for: eye-opening insights, real-life disaster stories, and a sweeping perspective to help you make sense of the seismic changes in customer service delivery. It will help you fully grasp the crucial new rules that dictate who will survive and thrive in the years ahead.

Micah Solomon is the customer service and marketing strategist termed by the Financial Post "a new guru of customer service excellence". He is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture. An entrepreneur and business leader, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in Fast Company, Inc. Magazine, Bloomberg BusinessWeek, CNBC, Forbes.com, and elsewhere, and he created and helms the "College of the Customer" website.

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