High-Tech, High-Touch Customer Service
Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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- $9.99
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- $9.99
Publisher Description
Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they’re a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn’t changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer’s expectations of the way you do business. You’ll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who will spread the word far and wide--online and off. High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums; how to understand and leverage the rising power of self-service; and how to build a company culture that breeds stellar customer service.With special features including lessons from the latest newsworthy customer service blunders, you’ll be equipped to retool old-fashioned customer service and turn time-strapped, screen-addicted, value-savvy, and socially engaged critics into fervent loyal customers who help your business thrive.
PUBLISHERS WEEKLY
Consultant Solomon (coauthor of Exceptional Service, Exceptional Profit) helps businesspeople navigate the murky waters of social media driven customer service, specifically, how to respond, when to respond, and when to keep their mouths shut. The competitive landscape has changed dramatically, and customer expectations with it; never before have customers had such insight into company behavior or such expectation of immediate response. Solomon advocates anticipatory customer service mixed with old-fashioned product creation and service. He also stresses understanding values-based buying, the importance of communicating the company's principles, autonomy for customer service workers, and methods of handling the fears and hazards of the new landscape. Though occasionally opaquely acronym-heavy, this is a cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone.
