Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
Apple
Android
Windows Phone
Android
To get the free app, enter your email address or mobile phone number.
This shopping feature will continue to load items. In order to navigate out of this carousel please use your heading shortcut key to navigate to the next or previous heading.
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).Read more ›
Comment
7 people found this helpful. Was this review helpful to you?
Yes No
Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
I recently just finished reading the latest book from Micah Solomon about company culture and customer service. If you are considering hiring new staff or want to learn ways to improve your customer's experience, you should check out this book. High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce: Micah Solomon: 9780814417904: Amazon.com: Books.
In chapter six, Micah talks about psychological traits to consider when hiring. He refers to it as WETCO, which stands for:
All of these traits can be found in good leaders and in any team member that wants to make a difference in their lives and the life of the company. I love the way that Micah outlines in simple terms how to achieve great customer service and his processes for achieving great companies.
Checkout the book and purchase on the link above from Amazon. It is worth the investment. If you are looking for fresh ideas and a insight into having a successful company, check it out.
Comment
3 people found this helpful. Was this review helpful to you?
Yes No
Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
HIGH TECH, HIGH TOUCH CUSTOMER SERVICE by Micah Solomon takes the reader on a road map of customer service in the digital age. Just as technology is changing at lightning-fast speed, so too must successful businesses be quick to adopt new ways to interact and satisfy the digital customer. Gone are the days when the mantra was, "If you want to be successful in business today, you must have an internet presence." While truer today than ever before, unfortunately many companies have no idea how to manage that internet presence.
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.Read more ›
Comment
2 people found this helpful. Was this review helpful to you?
Yes No
Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
This is the book you (and I) as PM's needed. Project Managers are not YET widely praised for being "customer savvy" or consistently "customer service" oriented. Sometimes we get caught up in "being right" or arguing principles of project management when there are actually other business and human factors in play.
Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service. His book is loaded with contemporary illustrations of Good and Bad service, plus memorable tools to help us hang onto his "special sauce" in every scenario.
If you can anticipate
You can differentiate
If customers feel at home
They're unlikely to roam
He even goes a step further and gives us some really valuable coaching. He addresses those inevitable, challenging moments when you and I will face an upset customer, and there is a chance our own first response might be less than perfect.
Overall I find that Micah's message charges me to anticipate my customers needs so I may focus us both on the solution while facilitating the successful delivery of superior service. The glass is half-full, not half-empty. This book is equally relevant to Business/Management Consultants, Program Managers, Engagement Managers and Account Executives too. I highly recommend you pick up a copy, and if you have the means - explore engaging him as a speaker or "CustomerGuru" consultant for your organization to re-invigorate your culture and commitment to delivering Service Excellence.
Comment
2 people found this helpful. Was this review helpful to you?
Yes No
Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more
This item: High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
![]({"http://ecx.images-amazon.com/images/I/41ZichnX0FL._SX373_BO1,204,203,200_.jpg":[375,499],"http://ecx.images-amazon.com/images/I/41ZichnX0FL._SY344_BO1,204,203,200_.jpg":[260,346]})
