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 of 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 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)
"This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore." (Small Business Trends)
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