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
In this book, you’ll discover:
• Six major customer trends and what they mean for your
• 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
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!