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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce (Agency/Distributed) Hardcover – May 23, 2012
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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
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.|
Small Business Trends 10 Best Strategy Books 2013
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Top Customer Reviews
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).
Here are a few of gems pulled directly from "High-tech, High-touch Customer Service":
"Being an ace at social media won't make you excellent, or even moderately good at providing customer service any more than knowing how to work a bicycle pump will turn you into a veterinarian."
"Here's what to strive for through people, systems, and technology, set in an admittedly dopey rhyme for easy recollection:
If you can anticipate
You can differentiate.
If customers feel at home
They're unlikely to roam."
"For customer-facing employees, the right people can be identified by my acronym `WETCO' (you'll never forget this if you picture a big wet dog at Petco).
Warmth: Simple human kindness.
Empathy: The ability to sense what another person is feeling.
Teamwork: An inclination toward `Let's work together to make this happen' and against `I'd rather be doing this myself.'
Conscientiousness: Detail orientation, including an ability and willingness to follow through to completion.
Optimism: the ability to come back and to not internalize challenges."
"Can you spell F-I-A-S-C-O? The formula is:
Small Error + Slow Response Time = Colossal PR Disaster.
That is, the magnitude of a social media uproar increases disproportionately with the length of your response time."
In today's highly competitive market - one that is incredibly influenced by ever changing, rapidly developing technology - you need a guidebook for customer retention and loyalty that can keep you ahead of the competition, Micah Solomon's High-tech, "High-touch Customer Service" fills that need expertly.
NOTE: This is Solomon's 2nd book. His first: Exceptional Service, Exceptional Profit (co-written with Leonardo Inghilleri) is also, in my mind, a "must read" for any success-oriented businessperson.
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.
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.