High-Tech, High-Touch Customer Service
Categories: Business & Money
Customer service consultant Micah Solomon examines how technology has changed what customers expect and how companies can respond. His 2012 book identifies six trends shaping the modern customer and lays out eight rules for serving people through social media. Solomon covers handling online complaints on sites such as Yelp, Twitter and TripAdvisor, designing self-service that customers welcome and building a company culture in which personal attention and efficient technology work together.
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- Seth Godin: “It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book.”