FREE Delivery in the UK.
Only 1 left in stock (more on the way).
Dispatched from and sold by Amazon. Gift-wrap available.
High-Tech, High-Touch Cus... has been added to your Basket

Dispatch to:
To see addresses, please
Or
Please enter a valid UK postcode.
Or
+ £2.80 UK delivery
Used: Very Good | Details
Condition: Used: Very Good
Comment: Expedited shipping available on this book. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged.
Have one to sell?
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 3 images

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce Hardcover – 16 Jun 2012

4.7 out of 5 stars 3 customer reviews

See all 8 formats and editions Hide other formats and editions
Amazon Price
New from Used from
Kindle Edition
"Please retry"
Hardcover
"Please retry"
£17.99
£9.34 £1.25
Note: This item is eligible for click and collect. Details
Pick up your parcel at a time and place that suits you.
  • Choose from over 13,000 locations across the UK
  • Prime members get unlimited deliveries at no additional cost
How to order to an Amazon Pickup Location?
  1. Find your preferred location and add it to your address book
  2. Dispatch to this address when you check out
Learn more
£17.99 FREE Delivery in the UK. Only 1 left in stock (more on the way). Dispatched from and sold by Amazon. Gift-wrap available.
click to open popover


Frequently bought together

  • High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
  • +
  • Delivering Happiness: A Path to Profits, Passion and Purpose
Total price: £25.98
Buy the selected items together

Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone

To get the free app, enter your mobile phone number.



Product details

  • Hardcover: 208 pages
  • Publisher: AMACOM (16 Jun. 2012)
  • Language: English
  • ISBN-10: 0814417906
  • ISBN-13: 978-0814417904
  • Product Dimensions: 2.5 x 16.5 x 23.5 cm
  • Average Customer Review: 4.7 out of 5 stars 3 customer reviews
  • Amazon Bestsellers Rank: 799,944 in Books (See Top 100 in Books)
  • Would you like to tell us about a lower price?
    If you are a seller for this product, would you like to suggest updates through seller support?

  • See Complete Table of Contents

Product description

Review

."..cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone." --"Publishers Weekly"

."..reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis." --"Inland Business Journal"

."..easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny)." --"FastForward Income"

."..great read for anyone looking to design and deliver better customer experiences with the help of technology." --"ReviewPro"

."..must-read for any business leader...the content content is grounded in decades of experience and proven methodology." --"Eric Jacobson On Management And Leadership"

."..the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world." --"IConnect007"

."..should be read by all business executives...an important book about the negative impact social media has had on the business world." "--Blogcritics"

.".extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever." --"Greg Rollett, Rockstar Lifestyle Design"

."..will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service..." "--BlogBusinessWorld.com"

."..for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation." --"StellaService"

."..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"

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

..".cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone." --Publishers Weekly



"This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore." --Small Business Trends



"Solomon has written a book that touches on all of the major issues surrounding customer service." --Suite101.com



..".the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world." --IConnect007



..".reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis." --Inland Business Journal



..".easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny)." --FastForward Income



"Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service." --PM Knowledge Transfer



..".must-read for any business leader...the content content is grounded in decades of experience and proven methodology." --Eric Jacobson On Management And Leadership



..".great read for anyone looking to design and deliver better customer experiences with the help of technology." --ReviewPro



"This 5-star book is eye-opening, entertaining, and above all, emphatically practical...for anyone in business striving...to keep up with technology and to keep their customers." --Clark's Eye-on-Books



..".should be read by all business executives...an important book about the negative impact social media has had on the business world." --Blogcritics



.."extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever." --Greg Rollett, Rockstar Lifestyle Design



..".will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service..." --BlogBusinessWorld.com



"Sharp, witty and full of practical tools and examples, his text is a fine blend of entertaining read and things I can start doing Monday morning..." --Independent Agent



"Micah's new book is right up my alley! ...This book was fantastic..." --It is Alive in the Lab



..".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



"I hope companies pick up this book and implement its ideas right away! If done right, companies can easily have customers for life." --Portland Book Review



..".for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation." --StellaService



"The book is a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology." --Eric Jacobson on Management and Leadership



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



"I've never told folks who read our blog that you have to do something...But this time, I'm telling you. You need to read the book." --CPI blog



-...cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone.- --Publishers Weekly



-This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore.- --Small Business Trends



-Solomon has written a book that touches on all of the major issues surrounding customer service.- --Suite101.com



-...the seminal work about how to handle your customers in this social media marketing high-tech, high-touch world.- --IConnect007



-...reminds us that genuine customer service isn't an afterthought... It is a continuing approach to meeting customers' changing needs on an ongoing basis.- --Inland Business Journal



-...easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny).- --FastForward Income



-Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service.- --PM Knowledge Transfer



-...must-read for any business leader...the content content is grounded in decades of experience and proven methodology.- --Eric Jacobson On Management And Leadership



-...great read for anyone looking to design and deliver better customer experiences with the help of technology.- --ReviewPro



-This 5-star book is eye-opening, entertaining, and above all, emphatically practical...for anyone in business striving...to keep up with technology and to keep their customers.- --Clark's Eye-on-Books



-...should be read by all business executives...an important book about the negative impact social media has had on the business world.- --Blogcritics



-..extremely valuable to all entrepreneurs, information marketers and business owners to think about, today more than ever.- --Greg Rollett, Rockstar Lifestyle Design



-...will transform your thinking, your goals and vision, your approach to customer service, and your entire company culture into one that builds and sustains high-touch customer service...- --BlogBusinessWorld.com



-Sharp, witty and full of practical tools and examples, his text is a fine blend of entertaining read and things I can start doing Monday morning...- --Independent Agent



-Micah's new book is right up my alley! ...This book was fantastic...- --It is Alive in the Lab



-...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



-I hope companies pick up this book and implement its ideas right away! If done right, companies can easily have customers for life.- --Portland Book Review



-...for anyone in business seeking to provide great customer service. The lessons can be applied to the business practices of a mom-and-pop shop or a billion dollar corporation.- --StellaService



-The book is a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology.- --Eric Jacobson on Management and Leadership



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



-I've never told folks who read our blog that you have to do something...But this time, I'm telling you. You need to read the book.- --CPI blog

From the Inside Flap

"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."

-- Steve Wozniak, co-founder, Apple

Are you finding customers more and more fickle, less and less loyal, and ever ready to jump off the handle and on to Twitter? Are you starting to sense that the way you've always done customer service simply isn't working anymore? You're right to be alarmed. Terrified, even. Social media, self-service technologies, and smart phones have created a disorienting new landscape for businesses that were chugging along just fine as recently as last month.

You now hold the solution to those concerns in your hands. High-Tech, High-Touch Customer Service is the guide that teaches you to harness the power of technology to build emotional connections with your customers--and generate fierce loyalty as a result.

You'll learn how to bulletproof your business against the increasingly challenging world of customer interactions, both online and off. This book is the tool you need to regain your balance in a world where socially empowered customers pound companies with ever-escalating expectations and where complaints can quickly go viral, with devastating results.

However, this isn't a book that throws the baby out with the digital bathwater. Everything in these pages is grounded in decades of experience and proven methodology. High-Tech, High-Touch Customer Service gives you a clearheaded analysis of what's new in our digitally connected world and what remains unchanged, along with strategies for capturing a customer's business again and again. Packed with brilliant examples of anticipatory customer service, as well as some hilariously cautionary examples of customer service done disastrously wrong, this essential book explains how to:

- Implement the eight unbreakable rules of social media customer service

- Effectively address online customer complaints on Yelp, Twitter, TripAdvisor, and other forums

- Build a powerful culture that's nearly immune to competitive copycats

- Design compelling self-service options for today's customers

- Bind your customers to you closely through technologically informed anticipatory customer service

- Deliver best-of-class customer service in person, on the Web, via social media, and by use of the old-fashioned (but very effective) telephone call

This is the book you've been waiting for: eye-opening insights, real-life disaster stories, and a sweeping perspective to help you make sense of the seismic changes in customer service delivery. It will help you fully grasp the crucial new rules that dictate who will survive and thrive in the years ahead.

Micah Solomon is the customer service and marketing strategist termed by the Financial Post "a new guru of customer service excellence." He is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture. An entrepreneur and business leader, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in Fast Company, Inc. Magazine, Bloomberg BusinessWeek, CNBC, Forbes.com, and elsewhere, and he created and helms the "College of the Customer" website.

See all Product description

Customer reviews

4.7 out of 5 stars
5 star
2
4 star
1
3 star
0
2 star
0
1 star
0
Share your thoughts with other customers
See all 3 customer reviews

Top customer reviews

TOP 500 REVIEWERon 2 August 2012
Format: Hardcover
0Comment|Was this review helpful to you?YesNoReport abuse
on 19 June 2012
Format: Hardcover
0Comment|Was this review helpful to you?YesNoReport abuse
on 25 October 2013
Format: Hardcover|Verified Purchase
0Comment|Was this review helpful to you?YesNoReport abuse

Most helpful customer reviews on Amazon.com

Amazon.com: 4.5 out of 5 stars 72 reviews
One person found this helpful.
5.0 out of 5 starsA Must Read!
on 13 October 2015 - Published on Amazon.com
Format: Hardcover|Verified Purchase
4 people found this helpful.
5.0 out of 5 starsWhat customer service really means in 2013 and beyond!
on 2 January 2013 - Published on Amazon.com
Format: Hardcover|Verified Purchase
2 people found this helpful.
4.0 out of 5 starsAvoid the ptifalls of technology.
on 23 June 2013 - Published on Amazon.com
Format: Hardcover|Verified Purchase
Pages with related products. See and discover other items: items from india, tumbler cup

Where's My Stuff?

Delivery and Returns

Need Help?