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

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.


Author:

  • Micah Solomon

Narrators:

  • Sean Pratt
  • Micah Solomon

Format:

  • Audiobook

Duration:

  • 6 h 7 min

Language:

English

Categories:

  • Business
  • Marketing

More by Micah Solomon

Skip the list
  1. The Heart of Hospitality : Great Hotel and Restaurant Leaders Share Their Secrets

    Micah Solomon

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  2. Can Your Customer Service Do This? : Create an Anticipatory Customer Experience that Builds Loyalty Forever

    Micah Solomon

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  3. Exceptional Service, Exceptional Profit : The Secrets of Building a Five-Star Customer Service Organization

    Leonardo Inghilleri, Micah Solomon

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