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High-Tech, High-Touch Customer Service

  • Couverture cartonnée
  • 208 Nombre de pages
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Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. H... Lire la suite
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Description

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.



Résumé
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.

Informations sur le produit

Titre: High-Tech, High-Touch Customer Service
Sous-titre: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
Auteur:
Code EAN: 9780814439319
ISBN: 978-0-8144-3931-9
Format: Couverture cartonnée
Editeur: Harper Collins (US)
Genre: Publicité et marketing
nombre de pages: 208
Année: 2012

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