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High-Tech, High-Touch Customer Service by Micah Solomon
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High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce

$29.38

Get for $14.99 with membership
Length 6 hours 6 minutes
Language English
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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.

Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line. He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah "The World's #1 Customer Service Turnaround Expert." Micah also offers his service as a customer service trainer, eLearning training designer, and keynote speaker. Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review.

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Get a free audiobook when you make the switch!

When you start a new membership in support of local bookstores with the promo code SWITCH, you’ll get a bonus audiobook credit at sign-up.

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You pick the number of credits, your recipient picks the audiobooks, and your local bookstore is supported by your purchase.

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Get a free audiobook AND support bookstores Make the switch