High-Tech, High-Touch Customer Service

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.

Informationen zum Autor Micah Solomon is one of the world's leading authorities on customer service! company culture! and the customer experience. He's a bestselling author! customer service consultant! and popular keynote speaker. Additionally! he's a frequent contributor to Forbes and has been featured in The Washington Post ! The New York Times ! Harvard Business Review ! as well as on ABC and CBS. Solomon is a business leader and entrepreneur! and he was an early investor in the technology behind Apple's Siri. His broad expertise includes the hospitality industry! healthcare (patient experience)! AI (artificial intelligence)! retail! automotive! manufacturing! technology! banking! finance! nonprofit! and government. Klappentext 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 empowermentlashing 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 surviveand 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-serviceand 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 wideonline and off. Zusammenfassung Spells out surefire strategies for success in an entertaining! and practical way. This book reveals inside secrets of 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 can spread the word far and wide-online and off. Inhaltsverzeichnis 78675018 ...

Auteur

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, customer service consultant, and popular keynote speaker. Additionally, he’s a frequent contributor to Forbes and has been featured in The Washington Post, The New York Times, Harvard Business Review, as well as on ABC and CBS.

Solomon is a business leader and entrepreneur, and he was an early investor in the technology behind Apple’s Siri. His broad expertise includes the hospitality industry, healthcare (patient experience), AI (artificial intelligence), retail, automotive, manufacturing, technology, banking, finance, nonprofit, and government.

Texte du rabat

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.

Résumé
Spells out surefire strategies for success in an entertaining, and practical way. This book reveals inside secrets of 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 can spread the word far and wide-online and off.

Contenu

Contents

Introduction 1

Forearmed Is Forewarmed 2

A Light Touch at Just the Right Time 3

Saying Your Business Is ''On the internet'' Is Like Saying It's

''On the Power Grid'' 4

All You Need to Know in a Rhyming Nutshell 5

Homeward Bound 6

Where Tech Makes Loyalty Easier 7

How This Book Is Organized 8

PART ONE

Timeliness and Timelessness 9

CHAPTER 1

Today's Changed Customer: Making Lovemaking

Difficult 11

The Most Crucial Customer ''Trends'' Today Are Individual

Changes 12

Customer Trend 1: Customers Expect Anticipatory

Technological Behavior and Aggregated

Information—Instantly 12

Customer Trend 2: Shame Shift and Values-Based

Buying 14

Customer Trend 3: Timelessness over Trendiness 15

Customer Trend 4: Customer Empowerment 16

Customer Trend 5: The Greening of the Customer 17

Customer Trend 6: The Desire for Self-Service 18

''And Your Point Is?'' 19

CHAPTER 2

The Customer Remains the Same: Everything That

Isn't New Under the Sun 21

Providing Value: As Easy as 1, 2 . . . 4 22

A Perfect Product or Service 22

Delivered in a Caring, Friendly Manner 23

In a Timely Fashion 25

. . . Backed Up by an Effective Problem-Resolution

Process 26

''And Your Point Is?'' 30

CHAPTER 3

Timeless Customer Service Done Right—and

Wrong: Mastery Versus Catastrophe 32

The Masterful Company 32

A Cameo of Catastrophe: Timeless Service Done Tragically

Wrong 40

''And Your Point Is?'' 45

PART TWO

High-Tech, High-Touch Anticipatory

Customer Service 47

CHAPTER 4

A Google of Apples a Day: The Art of Anticipation

in the Modern World of Customer Service 49

The Apple Store Experience 50

From Cradle to Credit Card 53

A Tale of Two Installs 53

Bringing It All Back Home 57

''Attaching'' Yourself to Customers: Gmail and More 58

''And Your Point Is?'' 61

CHAPTER 5

Anticipatory Customer Service: Your Culture 63

The Curse of the Short-Term Focus 64

Consciously Building a Company Culture: Why Bother? 66

You Can't Out-Pixar Pixar—But Here…