high tech high touch customer service inspire timeless loyalty in the demanding new world of social commerce

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High Tech High Touch Customer Service

Author : Micah Solomon
ISBN : 9780814417904
Genre : Business & Economics
File Size : 42. 75 MB
Format : PDF, Mobi
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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 empowermentùlashing 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 surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò 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 wideùonline and off.

High Tech High Touch Customer Service

Author : Micah Solomon
ISBN : 9780814417911
Genre : Business & Economics
File Size : 48. 79 MB
Format : PDF, Docs
Download : 424
Read : 153

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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 start-ups 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.

Your Customer Is The Star How To Make Millennials Boomers And Everyone Else Love Your Business

Author : Micah Solomon
ISBN : 9781681052076
Genre : Business & Economics
File Size : 34. 60 MB
Format : PDF, Kindle
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ItÕs 2014. Do you know where your customers are? Technology and demographics have changed dramatically over the last decade, but customer service has not kept up. The days of nametags, scripted speech, employee uniforms, long lines and longer wait times are over. Your customers today donÕt want that, and theyÕll vote with their feet (or Amazon reviews) if you try to serve them more of the same. The rise of the millennial consumer has begun, and this youthful groupÕs influence is powerful and clear. They donÕt care about ostentatious displays of wealth. They spend their money on experiences (and yes, they do have money). They share what theyÕre reading, eating and buying, and theyÕll Yelp your business a new one if you fail to meet their need for timeliness and authenticity. How can businesses keep up? In Your Customer Is The Star, customer service expert Micah Solomon offers a new way to reach consumers, one that will keep them coming back to your business for good.

Exceptional Service Exceptional Profit

Author : Leonardo INGHILLERI
ISBN : 9780814415399
Genre : Business & Economics
File Size : 46. 96 MB
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“Filled with treasure and big ideas, this book will help you become exceptional.” – SETH GODIN In a tight market, your most powerful growth engine—and your best protection from competitive inroads—is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become “walking billboards” who will happily promote your brand. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon’s company Oasis, and has since proven itself in countless companies around the globe—from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, “Leonardo and Micah’s philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.” Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

High Tech High Touch

Author : John Naisbitt
ISBN : 1857882601
Genre : Social Science
File Size : 54. 58 MB
Format : PDF
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The one great megatrend of the new millennium. In this important and timely book encompassing the key trends of our time, John Naisbitt, the world's foremost social forecaster and bestselling author, takes us on a compelling and kaleidoscopic tour of our contemporary 'technology immersion' and our accelerated search for meaning. High Tech/High Touch shows how we need to understand technology through a human lens - to comprehend life-science technologies through theology, consumer technology through high-touch time, science of the body through art. Exploring everything from the effect of consumer and genetic technologies (the most influential of all technologies to come) to the problems that parents face contending with violent electronic games, the authors' insights span science, religion, commerce, communications, art, leisure and many other areas of our daily lives.

The Rebel Entrepreneur

Author : Jonathan Moules
ISBN : 9780749464837
Genre : Business & Economics
File Size : 37. 42 MB
Format : PDF, Docs
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Everyone wants to start their own business and there are many of books telling you how to go about it. The only trouble is that many of them are simply wrong. The Rebel Entrepreneur by Financial Times journalist Jonathan Moules explains why, in many cases, the received wisdom on entrepreneurship just isn't the best way of doing things. Full of examples of successful entrepreneurs, who've made the grade by doing things differently, this book will show you: - Why you don't need to stick to a business plan; - There's nothing wrong with learning from the ideas of others ; - Why, if things get tough, you should put your prices up; - How cutting costs can kill your business. The Rebel Entrepreneur is the alternative guide to starting your own business and succeeding that no entrepreneur can afford to be without.

The Customer Support Handbook

Author : Sarah Hatter
ISBN : 0615962017
Genre : Customer relations
File Size : 81. 88 MB
Format : PDF, ePub, Docs
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How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual. If you're a CEO Or Founder:This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company's customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees. If you're a customer support professional:This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers. "Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree." - Richard White, Founder and CEO of UserVoice

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