- Hardcover: 208 pages
- Publisher: AMACOM - US; Special edition (24 January 2020)
- Language: English
- ISBN-10: 0814417906
- ISBN-13: 978-0814417904
- Product Dimensions: 16.7 x 3.5 x 22.9 cm
- Boxed-product Weight: 363 g
- Average Customer Review: Be the first to review this item
- Amazon Bestsellers Rank: 79,067 in Books (See Top 100 in Books)
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty In The Demanding New World Of Social Commerce Hardcover – 24 Jan 2020
|New from||Used from|
Amazon Global Store
Frequently bought together
Customers who bought this item also bought
."..reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis." --"Inland Business Journal"
."..easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny)." --"FastForward Income"
."..great read for anyone looking to design and deliver better customer experiences with the help of technology." --"ReviewPro"
."..must-read for any business leader...the content content is grounded in decades of experience and proven methodology." --"Eric Jacobson On Management And Leadership"
."..the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world." --"IConnect007"
.".extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever." --"Greg Rollett, Rockstar Lifestyle Design"
."..should be read by all business executives...an important book about the negative impact social media has had on the business world." "--Blogcritics"
."..will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service..." "--BlogBusinessWorld.com"
."..for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation." --"StellaService"
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.
No customer reviews
|5 star (0%)||0%|
|4 star (0%)||0%|
|3 star (0%)||0%|
|2 star (0%)||0%|
|1 star (0%)||0%|
Review this product
Most helpful customer reviews on Amazon.com
Learning to treat individual customers as individuals, honoring individual preferences unique to that customer, is the key to business success. While this statement, found in Chapter 1 of the book, has always been accurate, learning to treat the virtual customer as an individual is more challenging. The challenge is compounded by the `activist' mentality whereby customers now demand an alignment of company values with their own and they express this sentiment with their buying choices. These are the types of issues that are addressed here by the author.
Solomon examines both positive and negative examples of how companies have responded to customer issues in the new era. As an example, let's take a close look at Chapter 4; The Art of Anticipation. To introduce the concept of `anticipatory' service, Solomon utilizes Ritz-Carlton, whose credo includes, "The Ritz-Carlton ... fulfils even the unexpressed wishes and needs of our guests". To expand on the anticipatory experience, Solomon examines a typical trip into an Apple store and how Apple has mastered the art of anticipatory service. For effect, Solomon discloses the experience he had years ago when he ordered his first Macintosh and compares it to the experience he had recently when ordering his last Mac. The contrasts are start and clearly delineate the advances the company has made in anticipatory service. The chapter goes on to include other hit and miss examples of anticipatory service. Most, but not all, of the chapters conclude with a "your point is" section which recaps the crucial points to remember.
Along the journey, there is good information here about creating and maintaining corporate culture, hiring people with the right attitude, social media and how to position yourself correctly, principles of successful self-service, providing for disabled customers, and avoiding what is perhaps the common mistake in the digital age many companies make, using technology to complicate the customer experience into something more harmful than it is useful. Haven't we all experience having to spend countless time jumping through hoops before we can ever get the opportunity to speak to an actual human, only to find out they speak very limited or broken English and really can't answer our questions?
That last point is really what this book is all about. While technology has advanced business like nothing else, one aspect of business - customer service - is often made much more difficult by the very technology that assures business success in today's world. If not used correctly, that technology brings with it many pitfalls that must be avoided. Solomon's book will help you avoid those pitfalls and utilize the technology to the best of your ability.