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


Overview -

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 donÆt.  Read more...


 
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Language: English

 
 
 
 

More About High-Tech, High-Touch Customer Service by Micah Solomon
 
 
 
Overview

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 donÆt. 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, Trip Advisor, and other forums for user generated content
  • The rising power of self-serviceùand 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.


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    Details
    • ISBN: 9780814417911
    • Publisher: AMACOM
    • Date: May 2012
     
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