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

Micah Solomon
4.7 out of 5 stars  See all reviews (3 customer reviews)

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Book Description

SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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."

.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

"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 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 insider 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.


Product Description

Review

.."a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology." "--Examiner.com"

From the Back Cover

Advance Praise for High-Tech, High-Touch Customer Service:

“In a world of mind-numbing choices and little loyalty, Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it’s good business.”

— Seth Godin, bestselling author of Purple Cow and Linchpin

“Micah Solomon takes on one of the stickiest questions in business today—how to navigate the ever-changing landscape of technology without losing the soul of the cus­tomer experience—and explains it with great savvy. High-Tech, High-Touch Customer Service is a must read for anyone serious about great service in the digital age.”

— Jay Coldren, Vice President, Lifestyle Brands, Marriott International

“To create a personal connection in today’s fast-paced environment businesses must listen and respond at the speed of light—and create a culture built on service. Solomon illustrates how to anticipate customer expectations and deliver a memorable experience every time.”

— Ray Davis, President and CEO, Umpqua Bank

“Clearly the best book on customer service management written in the last decade.”

— Professor Frank Allen Philpot, George Mason University School of Management

“Micah Solomon’s brilliantly written and often belly-laugh humorous High-Tech, High-Touch Customer Service will show you how to embrace the new era of round the clock customer feedback and thrive in business for years to come.”

— Brian Schoenbaechler, President and Managing Partner, Integracore

“In my world of not-for-profits, there is almost nothing more important than building constituent loyalty and retention of donors. Micah Solomon’s methodology and wisdom are the true expert guidance that’s needed to make this a reality.”

— Jann Schultz, Director of Donor Relations, Operation Smile

“Micah Solomon’s pedigree as an entrepreneur, marketer, and customer service strategist is clear. In High-Tech, High-Touch Customer Service, Solomon, better than anybody else I’ve seen, illustrates how to achieve a level of customer engagement that makes an organization thrive in our era of tech enabled business success.”

— Jonathan Feldman, Contributing Editor, Information Week


Product details

  • Format: Kindle Edition
  • File Size: 633 KB
  • Print Length: 209 pages
  • Page Numbers Source ISBN: B009CUSUR4
  • Publisher: AMACOM; 1 edition (16 May 2012)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B0080GUJVQ
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: #422,612 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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More About the Author

Micah Solomon is one of the top speakers and advisors to business on Customer Service issues and the co-author of recent bestseller "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization." Information and free resources from Micah can be found at http://customerserviceguru.com
======
Contact information:
Micah Solomon, micah@micahsolomon.com
http://www.customerserviceguru.com
=====
"Extraordinary customer service brings extraordinary business results. Learn to provide an exceptional customer experience, and your profits will surge -- in even the tightest of markets."
This principle underpins the work of Micah Solomon, customer service expert, entrepreneur, business leader, and this year's #1 bestselling co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. The book was recently awarded the prestigious Jack Covert Selection chosen by the author of The 100 Best Business Books of All Time, and has been endorsed by Ken Blanchard, Daniel H. Pink, and Horst Schulze, the founding President of The Ritz-Carlton Hotel Company.

Micah's approach to customer experience creates a uniquely profitable kind of customer: the loyal customer. Loyal customers are less sensitive to price competition. They're more forgiving of service or product glitches. And, uniquely, they're eager to volunteer as brand evangelists -your unlimited reservoir of free marketing and publicity, online and off.

All that is required is to learn how to optimize the customer's experience. And Micah is the ideal guide.

What Micah shares as a speaker, oft-quoted media expert, and author is so compelling because it originates from his own hands-on experience -- building his company, Oasis Disc Manufacturing, from a one-man basement operation into a market leader in the independent entertainment and technology field.

His remarkable story, in fact, is familiar to millions, thanks to Fast Company, Success Magazine, Seth Godin's bestseller Purple Cow, Forbes, The Atlanta Journal-Constitution, Investor's Business Daily, The Los Angeles Times, Wall Street Journal Radio, CBS and NBC television programming, and other media. And the proven insider's approach he offers to customer experience has also been proven time and again by many of the greatest companies of the world, from The Ritz-Carlton to Netflix, from CD Baby to Lexus.

At the podium, Micah combines general principles with detailed, insider knowledge and strategies that will keep your competitors scrambling, your customers coming back day after day, and your bottom line showing better and better results. He deftly tailors his presentations to suit companies of any particular size, style, and market.

Enlightening, inspiring, and unfailingly witty, Micah leaves audiences energized and enthused about implementing immediate, profound, profitable change in their customers' experience - and in their company's prospects.

*Platinum Award Winner: League of American Communications Professionals
*Professional Member: National Speaker's Association
*Professional Member: Institute of Management Consultants

Suggested Presentation Topics if Micah Visits your Organization:
* Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
PLEASE NOTE: Specially targeted versions available for Online/e-commerce, Diversity, Disability Awareness, Selling Luxury, and industries including Hospitality, Nonprofits, B to B, Manufacturing, Retail, IT and other industries.
=======
Contact information:
Micah Solomon, micah@micahsolomon.com
http://www.customerserviceguru.com
=====

Customer Reviews

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4.7 out of 5 stars
4.7 out of 5 stars
Most Helpful Customer Reviews
By Rolf Dobelli TOP 1000 REVIEWER
Format:Hardcover
Remember the friendly neighborhood stores you went to when you were growing up? Regardless of how modernized today's trip to the store has become, patrons still want to feel just as valued as you did then. Entrepreneur and author Micah Solomon tells you how to transform today's tech-savvy customers into loyal, supportive patrons. He provides business and personal anecdotes about consumer trends and the latest techniques for extending exemplary customer service. Despite being slightly repetitive, he does a sound job of showing you how to keep web critics from hurting your business. He also explains how to hire the best employees to create a growth-oriented, tech-supportive culture. getAbstract recommends Solomon's easy-to-use suggestions to anyone with customers.
Comment | 
Was this review helpful to you?
Format:Hardcover
I run a small textile gift business; we believe that we are pretty hot on customer service - and it's true that if you call us or email us you will get fantastic, enthusiastic, generous service. However the service you get through our website doesn't follow through with that at the moment, it is too generic, to impersonal and it is difficult to know how to start in changing it;
I am very glad I decided to start by reading this book - it has given me a whole notebook of ideas about how I can improve the way that we treat customers via our website. Now I just need to buckle down and implement them.
A great chatty and approachable book with a serious purpose.
Comment | 
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5.0 out of 5 stars Great service book 25 Oct. 2013
Format:Hardcover|Verified Purchase
Great no bull s*** book about the great aspect of service. Really enjoyable, and takes the service quite easy, no big theories og models.
Comment | 
Was this review helpful to you?
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.7 out of 5 stars  66 reviews
6 of 7 people found the following review helpful
5.0 out of 5 stars A "must-read" for success-oriented businesspeople 7 Jun. 2012
By Froth - Published on Amazon.com
Format:Hardcover
Some things haven't changed: Customer satisfaction and customer loyalty are key business success.

Some things have changed: technology has irrevocably altered customer communications and customer expectations by making them hyper-informed and increasingly impatient.

What this means to business: to deliver the customer service necessary to maintain customer satisfaction and build customer loyalty, it is critical to understand and effectively use the Internet and other technologies.

So, given this reality, what do you do? One of your first steps should be to read Micah Solomon's new book "High-tech, High-touch Customer Service". Without hesitation, I can recommend this as the best guidebook for this reality that I have found. Get it. Read it. Put it to work.

In this book, Solomon explains the disruption and opportunity that technology and social media has created and helps you navigate the ever changing landscape of commerce that now includes Facebook, Twitter, Yelp, LinkedIn and smart phones (and that's just scratching the surface).

As Solomon says, "What was plenty fast this time last year seems draggy now to the very same customers because of changing expectations brought by mobile technology, social media-induced restlessness...and other factors."

Supporting this book's expert advice on building a customer centered organization is solid evidence along with interesting anecdotal real-life stories of customer service excellence and failures; all presented in a fast, easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny).

Here are a few of gems pulled directly from "High-tech, High-touch Customer Service":

"Being an ace at social media won't make you excellent, or even moderately good at providing customer service any more than knowing how to work a bicycle pump will turn you into a veterinarian."

"Here's what to strive for through people, systems, and technology, set in an admittedly dopey rhyme for easy recollection:

If you can anticipate
You can differentiate.
If customers feel at home
They're unlikely to roam."

"For customer-facing employees, the right people can be identified by my acronym `WETCO' (you'll never forget this if you picture a big wet dog at Petco).

Warmth: Simple human kindness.
Empathy: The ability to sense what another person is feeling.
Teamwork: An inclination toward `Let's work together to make this happen' and against `I'd rather be doing this myself.'
Conscientiousness: Detail orientation, including an ability and willingness to follow through to completion.
Optimism: the ability to come back and to not internalize challenges."

"Can you spell F-I-A-S-C-O? The formula is:

Small Error + Slow Response Time = Colossal PR Disaster.

That is, the magnitude of a social media uproar increases disproportionately with the length of your response time."

In today's highly competitive market - one that is incredibly influenced by ever changing, rapidly developing technology - you need a guidebook for customer retention and loyalty that can keep you ahead of the competition, Micah Solomon's High-tech, "High-touch Customer Service" fills that need expertly.

NOTE: This is Solomon's 2nd book. His first: Exceptional Service, Exceptional Profit (co-written with Leonardo Inghilleri) is also, in my mind, a "must read" for any success-oriented businessperson.
2 of 2 people found the following review helpful
5.0 out of 5 stars A Fresh Look at Customer Service 6 July 2013
By Susan L Zgorski - Published on Amazon.com
Format:Hardcover
I recently just finished reading the latest book from Micah Solomon about company culture and customer service. If you are considering hiring new staff or want to learn ways to improve your customer's experience, you should check out this book. High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce: Micah Solomon: 9780814417904: Amazon.com: Books.

In chapter six, Micah talks about psychological traits to consider when hiring. He refers to it as WETCO, which stands for:

Warmth
Empathy
Teamwork
Conscientiousness
Optimism

All of these traits can be found in good leaders and in any team member that wants to make a difference in their lives and the life of the company. I love the way that Micah outlines in simple terms how to achieve great customer service and his processes for achieving great companies.

Checkout the book and purchase on the link above from Amazon. It is worth the investment. If you are looking for fresh ideas and a insight into having a successful company, check it out.
4 of 5 people found the following review helpful
5.0 out of 5 stars What customer service really means in 2013 and beyond! 2 Jan. 2013
By NathanielJCasey - Published on Amazon.com
Format:Hardcover|Verified Purchase
I just finished reading Micah Solomon's "High Touch, High Tech Customer Service" and thought it was great. It was a combination learning experience / wake-up-call for my businesses. I realized that it is impossible to survive if you sit idly by and don't attend to the ever-changing customer landscape. You can do a lot old school and stick to the adage - "the customer is always right", but it's just not enough. This book really enlightened me on how much information customers have at their fingertips. It also enlightened me on how powerful a single disgruntled customer can be. Solomon doesn't stop at just breaking down the issues - he goes into great detail explaining how to deal with the issues-the right way.

Solomon's insights helped to extend and give more detail to the broad stroke concepts I learned reading Tony Hseih's books Delivering Happiness: A Path to Profits, Passion, and Purpose; A Round Table Comic. Which were more specifically about culture building.

Using case studies and interesting (and sometimes very funny) vignettes, Solomon makes what would normally be a pretty boring topic fascinating.

Honestly, I decided to read this book because I wanted to demystify some things about using social media to communicate with my customers. I got all the answers I was looking for on that front, and a whole lot more.

I am now convinced that customer service is the new marketing. Learn or become part of the dead pool. If you want to keep your business ahead of the curve and start really anticipating your customer's needs - this book is an awesome place to start.

Lastly - as an experiment - I took a chance and did as Solomon suggests at the end of the book. He actually gives you his contact info and invites you to use it. I set my kindle on the nightstand - picked up my iPhone and wrote him an email. It was almost kind of ridiculous how fast he responded - and I am not talking about an auto-response. He answered all of my questions as if we had been friends for years. He practices what he preaches. I would recommend this read to anyone that has an interest in making sure his or her business survives the next 3-5+ years.
1 of 1 people found the following review helpful
5.0 out of 5 stars If you teach a business to think... 4 Nov. 2013
By D. Rorabeck - Published on Amazon.com
Format:Hardcover
Micah Solomon's "High-Tech, High-Touch Customer Service" is a thoroughly enjoyable and educational for all businesses interested in strengthening the digital connection to their customers. This book is touted as a guide, and it is, but it goes beyond that. Micah tells you not only how to craft your approach to a digitally connected world but teaches you how to think about your approach, and that's where I fully appreciate the value of this book.

In a thorough yet concise manner, you're guided through every aspect of how to build customer loyalty and enhance customer service in the disorienting world of digital commerce. I found Micah's humorous, personable approach, using real-life examples, extremely insightful and helpful as a way to truly understand my customer's point of view. His examples demonstrate an approach that is refreshingly original and eye-opening. Every day, I see more real world examples of both excellent and poor customer service that I'm now evaluating much further, rather than observing. Micah has raised my awareness of these moments and I now know what takeaways I can implement from them.

The chapter ending "And Your Point Is?" recaps make great reference points and reinforce the messages to ensure you're really getting the point. Micah also emphasizes multiple times how accessible he is, should you need any further clarification or have comments.

I'm enthused about this book because it not only shows the expertise of the author, but it is presented in such a way that you truly feel like you're getting value from it. Every point is clearly made and then reinforced so you're not left with any misunderstanding, he wants you to know this stuff and see its value. Because of this, you get real sense that you are valued as a purchaser of the book as well, and that's what you'd want any customer to feel.
1 of 1 people found the following review helpful
5.0 out of 5 stars How to Distinguish Your Business through Customer Service 20 May 2012
By Roderick Wolfson, Wolfson Architect - Published on Amazon.com
Format:Hardcover
We experience daily an arid world of customer service. Author Micah Solomon shows us all how to be an oasis of exceptional customer service that can distinguish us from our competition. If everyone has learned the golden rule, why are customers treated so poorly? High-Tech, High-Touch Customer Service provides business owners and managers with specifics to get their entire organization treating customers exceptionally; so the customers will be retained and the organization will profit.

I found the author's discussion of trends affecting customer behavior on target and very thought-provoking. I recommend that everyone think strategically about how these trends affect one's own business.

The discussions about anticipatory customer service are important, as I often see companies with mission statements about "exceeding customers' expectations." However, these companies need to learn from Mr. Solomon about how to create a system of standards in order to anticipate customer needs.

The chapters on social media provide concise and unique insights on how businesses can advance themselves efficiently in the seemingly chaotic online world. Too many companies are asking us to participate in surveys these days. I liked Mr. Solomon's suggestion to donate money to charity for each survey completed; which is much more motivating than the vague offers of "a chance to win an iPad..."

I hope to have an opportunity in the future to read about successes that this book gave rise to.
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