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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce Hardcover – May 23, 2012


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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce + Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization + The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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Product Details

  • Hardcover: 208 pages
  • Publisher: AMACOM (May 23, 2012)
  • Language: English
  • ISBN-10: 0814417906
  • ISBN-13: 978-0814417904
  • Product Dimensions: 9.5 x 6.4 x 0.8 inches
  • Shipping Weight: 12.8 ounces (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (64 customer reviews)
  • Amazon Best Sellers Rank: #159,507 in Books (See Top 100 in Books)

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



Small Business Trends 10 Best Strategy Books 2013



"I hope companies pick up this book and implement its ideas right away! If done right, companies can easily have customers for life." --Portland Book Review



"...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



"The book is a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology.” --Eric Jacobson on Management and Leadership



"..a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology." --Examiner.com



“I’ve never told folks who read our blog that you have to do something…But this time, I’m telling you. You need to read the book." --CPI blog

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.


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 micah@micahsolomon.com
======
Contact information:
Micah Solomon, micah@micahsolomon.com
http://www.customerserviceguru.com
Blog: http://www.collegeofthecustomer.com
484-343-5881
=====


Customer Reviews

4.8 out of 5 stars
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The book is well written and very easy to read.
John Chancellor
This book puts us all on notice that we'd better behave or else...we'd better be the best we can be or else.
Daniel B. Beaulieu
One of your first steps should be to read Micah Solomon's new book "High-tech, High-touch Customer Service".
Froth

Most Helpful Customer Reviews

6 of 6 people found the following review helpful By NathanielJCasey on January 2, 2013
Format: Hardcover Verified Purchase
I just finished reading Micah Solomon's "High Touch, High Tech Customer Service" and thought it was great. It was a combination learning experience / wake-up-call for my businesses. I realized that it is impossible to survive if you sit idly by and don't attend to the ever-changing customer landscape. You can do a lot old school and stick to the adage - "the customer is always right", but it's just not enough. This book really enlightened me on how much information customers have at their fingertips. It also enlightened me on how powerful a single disgruntled customer can be. Solomon doesn't stop at just breaking down the issues - he goes into great detail explaining how to deal with the issues-the right way.

Solomon's insights helped to extend and give more detail to the broad stroke concepts I learned reading Tony Hseih's books Delivering Happiness: A Path to Profits, Passion, and Purpose; A Round Table Comic. Which were more specifically about culture building.

Using case studies and interesting (and sometimes very funny) vignettes, Solomon makes what would normally be a pretty boring topic fascinating.

Honestly, I decided to read this book because I wanted to demystify some things about using social media to communicate with my customers. I got all the answers I was looking for on that front, and a whole lot more.

I am now convinced that customer service is the new marketing. Learn or become part of the dead pool. If you want to keep your business ahead of the curve and start really anticipating your customer's needs - this book is an awesome place to start.
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5 of 6 people found the following review helpful By Froth on June 7, 2012
Format: Hardcover
Some things haven't changed: Customer satisfaction and customer loyalty are key business success.

Some things have changed: technology has irrevocably altered customer communications and customer expectations by making them hyper-informed and increasingly impatient.

What this means to business: to deliver the customer service necessary to maintain customer satisfaction and build customer loyalty, it is critical to understand and effectively use the Internet and other technologies.

So, given this reality, what do you do? One of your first steps should be to read Micah Solomon's new book "High-tech, High-touch Customer Service". Without hesitation, I can recommend this as the best guidebook for this reality that I have found. Get it. Read it. Put it to work.

In this book, Solomon explains the disruption and opportunity that technology and social media has created and helps you navigate the ever changing landscape of commerce that now includes Facebook, Twitter, Yelp, LinkedIn and smart phones (and that's just scratching the surface).

As Solomon says, "What was plenty fast this time last year seems draggy now to the very same customers because of changing expectations brought by mobile technology, social media-induced restlessness...and other factors."

Supporting this book's expert advice on building a customer centered organization is solid evidence along with interesting anecdotal real-life stories of customer service excellence and failures; all presented in a fast, easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny).
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2 of 2 people found the following review helpful By Jason Erickson on July 22, 2013
Format: Hardcover
Micah Solomon has written one of the more insightful business books out there. As the CEO of a medium sized business I found this book to be invaluable in creating a customer based company culture. I highly recommend it!
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1 of 1 people found the following review helpful By Gregory Pearson on November 27, 2013
Format: Hardcover
I finished reading Micah Solomon's book, High-Tech, High-Touch Customer Service, and I found it to be the best review of exemplary customer service for any particular industry. My business happens to be in the travel services industry, and high-touch, high-tech is a our core value standard because we do not get a second chance at a first impression. I strongly recommend Mr. Solomon's book and any other book he has or will write in regards to customer service because he nails it. In fact, I will use his book as a reference for our strategic plans going forward.
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1 of 1 people found the following review helpful By Snooky's Corner on November 25, 2013
Format: Kindle Edition Verified Purchase
I am a retail manager in New York City. What Micah talked about here is very true. It's easy to teach technical skills - but people skills - either you have it or you don't. Reading through this book, I can hear myself like a broken record reminding my staff the importance of listening to their customers as opposed to rushing them to get to the next opportunity. Building a:"yes" culture and hiring people with the right fit is important. It's important to know also that you can't go high tech if you have not mastered low-tech, People who have mastered soft skills in a low tech venue adapts to using technology to improve their productivity easily.But at some point it's hard not to be jaded with reality. A big retail problem that was not discussed in the book is the loss prevention aspect of working in a store. Maybe not in a store like "Apple" but certainly in most retail store, there's a duality in every store staff's reality - customer service and preventing external theft. Shoplifting is a multi million dollar problem facing retail stores and the store staff is in front end of that problem. External theft is measured by a store's shrink - going the extra mile for a customer often gets unrecognized. I appreciate customers who take the time to acknowledge great service. Most people who works in retail gives good service, some great consistently. If we find a way to measure good behavior consistently like we measure shrink, I think the customer service level will improve dramatically.
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