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

Micah Solomon (Author)
4.5 out of 5 stars  See all reviews (2 customer reviews)
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Book Description

Publication Date: 1 Jun 2012

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.

Frequently Bought Together

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce + Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Price For Both: £31.55

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Product details

  • Hardcover: 208 pages
  • Publisher: Amacom (1 Jun 2012)
  • Language: English
  • ISBN-10: 0814417906
  • ISBN-13: 978-0814417904
  • Product Dimensions: 16.2 x 2.1 x 23.6 cm
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Bestsellers Rank: 351,379 in Books (See Top 100 in Books)

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  • See Complete Table of Contents

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Review

."..presents all sorts of practical advice (and real world examples) to organizations on how to adapt to the new balance of power that social media presents." "- CIO Digest"

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

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Most Helpful Customer Reviews
4.0 out of 5 stars Innovative, effective approach to using the tools of online commerce 2 Aug 2012
By Rolf Dobelli TOP 500 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.
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5.0 out of 5 stars Essential reading for all small businesses with a website 19 Jun 2012
By snapdragonjane
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.
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.8 out of 5 stars  57 reviews
5 of 5 people found the following review helpful
5.0 out of 5 stars Social Commerce, Mastered! 14 May 2012
By Ted Coine - Published on Amazon.com
Format:Hardcover
Author Micah Solomon staked his ground as the master of old school customer service in his first book, "Exceptional Service, Exceptional Profits." Now he brings his expertise to the exciting (or confounding) technology challenges of this brave new century.

In "High-tech, High-touch Customer Service," Solomon explains the ins and outs of social commerce as I've never seen it explained. If you're a business leader looking to get a handle on the disruption and opportunity brought about by a world full of customers connecting and talking to each other about you, pick up this important book today and get reading!

Hint: "Permission to Anticipate" is a section that deserves its own standing ovation. But don't skip ahead. Savor every chapter up to and past this vital lesson.
6 of 7 people found the following review helpful
5.0 out of 5 stars The Best customer service book ever 25 Oct 2012
By Jen Holmes, - Published on Amazon.com
Format:Hardcover
High-Tech, High-Touch Customer Service is likely the only book you will ever need on customer service -- and, maybe, on social media, company culture, self service, and the other topics covered here. (Maybe a more moderated way to put this is this: if you're going to read only one customer service book, this should be the one.)

And as a real added bonus, this book is a ton of fun. Yes, although it's a business book, it's fun, it's inspiring, it's really motivated us here in the office since we picked it as our text in the office this summer on customer service and social media.

The author's insights, experience, ideas for the future are presented in a way that makes sure that if read this book you will definitely shake things up in a good way around the office.

Each chapter ends with a super-handy clif notes style "What's your point?" summary that you can use in lieu of taking notes. However, I suggest not just reading those summaries unless you're really time stretched. You'll miss the hilarious anecdotes of both absolute nasty mistakes and superlative behavior on the part of household brands and obscure companies alike, in high-tech industries, traditional industries, and those who fall somewhere in between.

Enough said. This book is important. Fun. A must read.
4 of 5 people found the following review helpful
5.0 out of 5 stars High-Tech, High-Touch Customer Service 25 April 2012
By Trevor B. Lee - Published on Amazon.com
Format:Hardcover
MICAH SOLOMON nails all aspects of the Customer Service handbook for doing business in the `social economy'. There is no angle that he doesn't fully explore in a way that is both engaging and challenging.

One so often heard oneself saying `why didn't I think of that' which of course means `this isn't complicated' and `why don't all companies behave in this way'. Micah contends, and I can't fault the analysis, that they can - it just requires engaged/empowered employees (at all levels) sharing values, purpose and passion, i.e. company culture. But above all having the freedom to `do the right thing'.

A must read, share and act upon for all who understand the critical impact good Customer Service has on the future of their social businesses.
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