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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