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

Micah Solomon (Author)

Book Description

Publication Date: May 23, 2012

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.

Editorial Reviews

Review

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."

Jonathan Feldman, Contributing Editor, Information Week: "In High-Tech, High-Touch Customer Service, Micah Solomon, better than anybody I've seen, illustrates how to achieve a level of customer engagement that makes an organization thrive in our era of tech-enabled business success."

"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, Vice President, Marriott

"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

"Brilliantly written and often belly-laugh humorous!"  Brian Schoenbaechler, President and Managing Partner, Integracore

“…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.com

“…the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world.” -- IConnect007

"...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

“Micah offers us a view into the client’s paradigm TODAY, and reveals how to deliver world class customer service.” --PM Knowledge Transfer

“…must-read for any business leader…the content content is grounded in decades of experience and proven methodology." --Eric Jacobson On Management And Leadership

“…great read for anyone looking to design and deliver better customer experiences with the help of technology." --ReviewPro

“This 5-star book is eye-opening, entertaining, and above all, emphatically practical…for anyone in business striving…to keep up with technology and to keep their customers.”—Clark’s Eye-on-Books

“…should be read by all business executives…an important book about the negative impact social media has had on the business world.” --Blogcritics

“..extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever.”--Greg Rollett, Rockstar Lifestyle Design

“…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

“Sharp, witty and full of practical tools and examples, his text is a fine blend of entertaining read and things I can start doing Monday morning…”—Independent Agent

“Micah's new book is right up my alley! …This book was fantastic…”--It is Alive in the Lab

“…presents all sorts of practical advice (and real world examples) to organizations on how to adapt to the new balance of power that social media presents.” – CIO Digest

Selected by Small Business Trends as one of the 10 Best Strategy Books to Beat the Competition

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.

See all Editorial Reviews

Product Details

• Hardcover: 208 pages
• Publisher: AMACOM (May 23, 2012)
• Language: English
• ISBN-10: 0814417906
• ISBN-13: 978-0814417904
• Product Dimensions: 6.4 x 0.8 x 9.3 inches
• Shipping Weight: 12.8 ounces (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (57 customer reviews)
• Amazon Best Sellers Rank: #124,453 in Books (See Top 100 in Books)
  • #41 in Books > Computers & Technology > Business & Management > Social Media for Business
  • #98 in Books > Computers & Technology > Web Development & Design > Web Services

More About the Author

ABOUT MICAH SOLOMON: "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

MICAH SOLOMON, a well-known business leader, is a top business keynote speaker, strategist, and consultant on customer service, business growth, marketing, and is an expert on the customer experience and company culture for our digitally connected times. He is the author of the new bestseller "High-Tech, High-Touch Customer Service" among other books, and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.

Information, free resources, and speaking engagement information from Micah can be found at http://customerserviceguru.com -- or email him directly at [e-mail]
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Contact information:
Micah Solomon, [e-mail]
http://www.customerserviceguru.com
Blog: http://www.collegeofthecustomer.com
484-343-5881
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Most Helpful Customer Reviews

5 of 5 people found the following review helpful

5.0 out of 5 stars Social Commerce, Mastered! May 14, 2012

By Ted Coine

Format:Hardcover

Author Micah Solomon staked his ground as the master of old school customer service in his first book, "Exceptional Service, Exceptional Profits." Now he brings his expertise to the exciting (or confounding) technology challenges of this brave new century.

In "High-tech, High-touch Customer Service," Solomon explains the ins and outs of social commerce as I've never seen it explained. If you're a business leader looking to get a handle on the disruption and opportunity brought about by a world full of customers connecting and talking to each other about you, pick up this important book today and get reading!

Hint: "Permission to Anticipate" is a section that deserves its own standing ovation. But don't skip ahead. Savor every chapter up to and past this vital lesson.

6 of 7 people found the following review helpful

5.0 out of 5 stars The Best customer service book ever October 25, 2012

By Jen Holmes,

Format:Hardcover

High-Tech, High-Touch Customer Service is likely the only book you will ever need on customer service -- and, maybe, on social media, company culture, self service, and the other topics covered here. (Maybe a more moderated way to put this is this: if you're going to read only one customer service book, this should be the one.)

And as a real added bonus, this book is a ton of fun. Yes, although it's a business book, it's fun, it's inspiring, it's really motivated us here in the office since we picked it as our text in the office this summer on customer service and social media.

The author's insights, experience, ideas for the future are presented in a way that makes sure that if read this book you will definitely shake things up in a good way around the office.

Each chapter ends with a super-handy clif notes style "What's your point?" summary that you can use in lieu of taking notes. However, I suggest not just reading those summaries unless you're really time stretched. You'll miss the hilarious anecdotes of both absolute nasty mistakes and superlative behavior on the part of household brands and obscure companies alike, in high-tech industries, traditional industries, and those who fall somewhere in between.

Enough said. This book is important. Fun. A must read.

4 of 5 people found the following review helpful

5.0 out of 5 stars High-Tech, High-Touch Customer Service April 25, 2012

By Trevor B. Lee

Format:Hardcover

MICAH SOLOMON nails all aspects of the Customer Service handbook for doing business in the `social economy'. There is no angle that he doesn't fully explore in a way that is both engaging and challenging.

One so often heard oneself saying `why didn't I think of that' which of course means `this isn't complicated' and `why don't all companies behave in this way'. Micah contends, and I can't fault the analysis, that they can - it just requires engaged/empowered employees (at all levels) sharing values, purpose and passion, i.e. company culture. But above all having the freedom to `do the right thing'.

A must read, share and act upon for all who understand the critical impact good Customer Service has on the future of their social businesses.