High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply functional tackle customer support, company good fortune, and the dual value of individuals and technology."
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SETH GODIN: "It's difficult to visualize a company with entrance line staff that may not enjoy the principles during this book."
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"Clearly the simplest booklet on customer support administration written within the final decade." Professor Frank Allen Philpot, George Mason collage tuition of Management
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-SETH GODIN's "Must-Read analyzing List,"Late Spring 2012
-CIO journal: "Must-read, summer season 2012"
-Readitfor.me:"The eight new enterprise books you must learn NOW"
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Description: In an age of social media, smartphones, self-service, and six-second consciousness spans, High-Tech, High-Touch shopper Service throws your enterprise a lifeline. contemporary clients are a troublesome bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectancies are harder than ever for a enterprise to maintain with. they're empowered like by no means sooner than and anticipate companies to recognize that feel of empowerment--lashing out at those who do not.
Take heart: outdated customer support, totally retooled for modern blistering velocity and digitally attached fact, is what you want to construct the sort dependable patron base for you to survive--and thrive. And High-Tech, High-Touch patron Service spells out surefire options for achievement in a transparent, unique, and useful manner. notice:
* Six significant buyer traits and what they suggest on your company
* 8 unbreakable ideas for social media customer support
* How to successfully tackle on-line complainers and saboteurs on Yelp, Twitter, TripAdvisor, and different boards for person generated content material
* The emerging strength of self-service--and find out how to layout it appropriately
* how one can construct a firm tradition that breeds stellar customer support
High-Tech, High-Touch patron Service reveals within secrets and techniques of wildly winning customer support tasks, from net startups to venerable manufacturers, and indicates how businesses of each stripe can flip informal shoppers into fervent supporters who will unfold the notice a long way and wide--online and stale.
About the writer
"A new guru of shopper carrier excellence is Micah Solomon."-- The monetary Post
MICAH SOLOMON, a profitable entrepreneur and enterprise chief, is a best keynote speaker and advisor on customer support, revenues, and advertising concerns, the buyer event, and corporate tradition for our digitally hooked up instances. He co-authored the bestselling Exceptional provider, unparalleled Profit and his services has been featured in speedy corporation, Bloomberg BusinessWeek, Inc. journal, Forbes.com, NBC and ABC tv programming, and in different places.
these limitations are, legalistically talking, its accountability or now not. within the brick-and-mortar (physical) international, for instance, parking and different transportation wishes of consumers are thought of conscientiously. riding instructions provided are impeccably actual, and GPS coordinates are supplied as acceptable. If parking in the street is important, the corporate offers swap for meters besides reminders to feed these meters, or has valets status by way of to help. In an internet “entrance,” the sign-in.
It’s vital to appreciate that the company’s snapshot won’t. no longer in those instances, nor while the captain at the wood-masted old society schooner cruise orders a carryout meal on his cellphone with one hand at the ship’s wheel and twenty-five passengers aboard (I used to be a type of passengers). Nor will it whilst flight attendants are cuing up textual content messages whether they've got “nothing to do in the intervening time” (as I’ve had the misfortune to watch on 3 flights up to now this year). So the aircraft didn’t cross.
Ongoing technique yet is healthier began at this new-employee orientation, which may be led via an individual at a truly excessive point within the corporation (the CEO or an individual whose outlook has been for my part molded via the CEO). through the orientation, the aim of the worker can be under pressure, whereas making it transparent that she is going to be celebrated for emerging to her objective within the association, now not scolded for being a couple of brief within the variety of linens replaced. the necessity for criteria criteria aid make sure that.
do not forget that consumers may perhaps use diverse channels in numerous methods. If dealt with accurately and deliberate for, this doesn’t must be a damaging on your model. Self-service can’t be set after which forgotten. It’s an never-ending paintings in growth, and methods are required to on a regular basis visual display unit it. Your employees participants should have used your self-service channels; in a different way they won’t have the ability to communicate intelligently with a shopper approximately utilizing them. gruesome upsells via self-service are a model.
Sight of the argument. So, you want to learn how to lie again and ponder the way forward for your organization, as Victorian girls have been informed to “lie again and ponder England” to assist them undergo their marital tasks. (There is lots of mendacity again and considering England inquisitive about doing all of your social media duties.) If it is helping you psychologically to get via it, attempt to keep in mind that the folks slamming your face within the social medialand toilet—the parents I name “Click Puppies”—are doing it off the cuff. On.