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

**STEVE WOZNIAK, Apple co-founder:** "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." . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . **SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."**. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . **"Clearly the best book on customer service management written in the last decade."** Professor Frank Allen Philpot, George Mason University School of Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .__**HONORS RECEIVED**:__**-SETH GODIN's "Must-Read Reading List,"**Late Spring 2012 -**CIO Magazine: "Must-read,** Summer 2012"**-Readitfor.me:****"The 8 new business books you need to read __NOW__"**. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Description: **In an age of social media, smartphones, self-service, and six-second attention spans, __High-Tech, High-Touch Customer Service__ throws your business a lifeline**. 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. **About the Author** **"A new guru of customer service excellence is Micah Solomon."**-- **__The Financial Post__****MICAH SOLOMON,** a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling **__Exceptional Service, Exceptional Profit__** and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, **NBC** and **ABC** television programming, and elsewhere. STEVE WOZNIAK, Apple "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." . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SETH "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HONORS RECEIVED : -SETH GODIN's "Must-Read Reading List," Late Spring 2012 - CIO "Must-read, Summer 2012" - "The 8 new business books you need to read NOW " . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline . 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 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. * 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. About the Author "A new guru of customer service excellence is Micah Solomon." -- The Financial Post MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere. Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they're a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn't changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer's expectations of the way you do business. You'll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who will spread the word far and wide--online and off. High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums; how to understand and leverage the rising power of self-service; and how to build a company culture that breeds stellar customer service.With special features including lessons from the latest newsworthy customer service blunders, you'll be equipped to retool old-fashioned customer service and turn time-strapped, screen-addicted, value-savvy, and socially engaged critics into fervent loyal customers who help your business thrive. 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. This book gives an analysis of what's new in the digital world and what has stayed the same, with information on how to create repeat customers, and examples of anticipatory customer service, as well as some cautionary examples of customer service gone wrong