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Extended Audio Sample High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce Audiobook, by Micah Solomon Click for printable size audiobook cover
0 out of 50 out of 50 out of 50 out of 50 out of 5 0.00 (0 ratings) (rate this audio book) Author: Micah Solomon Narrator: Micah Solomon, Lloyd James Publisher: Recorded Books: Gildan Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: April 2013 ISBN: 9781469025285
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In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer.

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 a loyal customer base that allows your company to survive and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way.

In this book, you’ll 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
• 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.

Download and start listening now!


Quotes & Awards

  • “In a world of mind-numbing choices and little loyalty, Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it’s good business.”

    Seth Godin, New York Times bestselling author of Linchpin

  • “Sharp, witty, and full of practical tools and examples.”

    Independent Agent

  • “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

  • “This book is ideal for business owners who sell to consumers…you will find examples and lessons galore.”

    Small Business Trends

  • “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

  • “Cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone.

    Publishers Weekly

  • “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, cofounder of Apple

  • “To create a personal connection in today’s fast-paced environment businesses must listen and respond at the speed of light—and create a culture built on service. Solomon illustrates how to anticipate customer expectations and deliver a memorable experience every time.”

    Ray Davis, president and CEO, Umpqua Bank

  • “Brilliantly written and often belly-laugh humorous.”

    Brian Schoenbaechler, president and managing partner, Integracore

  • “Micah Solomon takes on one of the stickiest questions in business today—how to navigate the ever-changing landscape of technology without losing the soul of the cus­tomer experience—and explains it with great savvy. High-Tech, High-Touch Customer Service is a must read for anyone serious about great service in the digital age.”

    Jay Coldren, vice president of lifestyle brands, Marriott International

  • “In my world of not-for-profits, there is almost nothing more important than building constituent loyalty and retention of donors. Micah Solomon’s methodology and wisdom are the true expert guidance that’s needed to make this a reality.”

    Jann Schultz, director of donor relations, Operation Smile

  • “Clearly the best book on customer service management written in the last decade.”

    Frank Allen Philpot, professor at George Mason University School of Management

  • “Micah Solomon’s pedigree as an entrepreneur, marketer, and customer service strategist is clear. [His book] illustrates how to achieve a level of customer engagement that makes an organization thrive in our era of tech-enabled business success.”

    Jonathan Feldman, contributing editor, InformationWeek

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About the Author

Micah Solomon has been named by the Financial Post as “a new guru of customer service excellence.” He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the book, Exceptional Service, Exceptional Profit. His expertise has been featured in Fast Company, Inc. magazine, Bloomberg Businessweek, Forbes.com, NBC and ABC television programming, and elsewhere. He lives in Seattle.

About the Narrator

Lloyd James (a.k.a. Sean Pratt) has been narrating since 1996 and has recorded over six hundred audiobooks. He is a seven-time winner of the AudioFile Earphones Award and has twice been a finalist for the prestigious Audie Award. His critically acclaimed performances include Elvis in the Morning by William F. Buckley Jr. and Searching for Bobby Fischer by Fred Waitzkin, among others.