High-Tech, High-Touch Customer Service
- Author Micah Solomon
- Narrator Micah Solomon, Sean Pratt
- Publisher Ascent Audio
- Publish Date 2 April 2013
- Run Time 6 hours and 6 minutes
- Format Audio
- Genre Behavioural economics, Business communication and presentation, Customer services, E-commerce: business aspects, Online marketing.
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What to expect
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.
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