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 Micah Solomon's new book, High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way.
- 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.
It is now available for purchase at Amazon.com, Barnes & Noble, and 800-CEO-READ!
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's book co-authored with the fabulous Leonardo Inghilleri is "A must-read for anyone interested in transforming their interactions with clients."
- Daniel H. Pink, bestselling author of Drive and A Whole New Mind.
Exceptional Service, Exceptional Profit.
By Leonardo Inghilleri and Micah Solomon, with an introduction by Horst Schulze, Founding President and COO of The Ritz-Carlton, is being published domestically by AMACOM Books, the wonderful publishing imprint of the American Management Association, and distributed internationally by McGraw-Hill.
It is now available at amazon.com where, based exclusively on preorders, it has already reached as high as number #1.
"Keep Them Coming Back..."
"This book will allow you to recalibrate your business to truly know your customers and keep them coming back for more." - Horst Schulze, Founding President and COO of The Ritz-Carlton Hotel Company.