BBC Business Headlines

Walmart shares fall 10% as online sales slow
A slide in US online sales growth for the world's biggest retailer spooks investors.


UK unemployment rises for first time in two years
UK unemployment rose by 46,000 to 1.47 million in the three months to December, official figures show.


Gender pay gap: Men still earn more than women at most firms
New figures show 74% of medium and large companies pay men a higher wage rate than women.


AA share price plunges on profit warning
The breakdown and insurance firm is cutting dividend payments as it invests in the business.


BP says world's oil consumption will peak in late 2030s
A forecast by suggests global consumption will plateau at around 110 million barrels a day.



Search Books:

Join our mailing list:


Business Blogs

Paul Krugman

The Content of the G.O.P.’s Character
The personal is political: A bad-faith party attracts bad people. read more...




Online Marketing for Busy Authors
Now available!



Buy the Book


High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

by Micah Solomon

Published by AMACOM


Are you finding customers more and more fickle, less and less loyal, and ever ready to jump off the handle and on to Twitter? Are you starting to sense that the way you've always done customer service simply isn't working anymore? You're right to be alarmed. Terrified, even. Social media, self-service technologies, and smartphones have created a disorienting new landscape for businesses that were chugging along just fine as recently as last month.

You now hold the solution to those concerns in your hands. High- Tech, High- Touch Customer Service is the guide that teaches you to harness the power of technology to build emotional connections with your customers -- and generate fierce loyalty as a result.

You'll learn how to bulletproof your business against the increasingly challenging world of customer interactions, both online and off. This book is the tool you need to regain your balance in a world where socially empowered customers pound companies with ever-escalating expectations and where complaints can quickly go viral, with devastating results.

However, this isn't a book that throws the baby out with the digital bathwater. Everything in these pages is grounded in decades of experience and proven methodology. High-Tech, High-Touch Customer Service gives you a clearheaded analysis of what's new in our digitally connected world and what remains unchanged, along with strategies for capturing a customer's business again and again. Packed with brilliant examples of anticipatory customer service, as well as some hilariously cautionary examples of customer service done disastrously wrong, this essential book explains how to:

  • Implement the eight unbreakable rules of social media customer service
  • Effectively address online customer complaints on Yelp, Twitter, TripAdvisor, and other forums
  • Build a powerful culture that's nearly immune to competitive copycats
  • Design compelling self-service options for today's customers
  • Bind your customers to you closely through technologically informed anticipatory customer service
  • Deliver best-of-class customer service in person, on the Web, via social media, and by use of the old-fashioned (but very effective) telephone call

This is the book you've been waiting for: eyeopening insights, real-life disaster stories, and a sweeping perspective to help you make sense of the seismic changes in customer service delivery. It will help you fully grasp the crucial new rules that dictate who will survive and thrive in the years ahead.


pub date: 2012-05-16 | Hardcover | 9780814417904