University of Minnesota - UMN Executive Leadership Insights
High-Tech, High-Touch Customer Service
Book

High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce

Micah Solomon
AMACOM, 2012
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Editorial Rating

7

Qualities

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Recommendation

Remember the friendly neighborhood stores you went to when you were growing up? Regardless of how modernized today’s trip to the store has become, patrons still want to feel just as valued as you did then. Entrepreneur and author Micah Solomon tells you how to transform today’s tech-savvy customers into loyal, supportive patrons. He provides business and personal anecdotes about consumer trends and the latest techniques for extending exemplary customer service. Despite being slightly repetitive, he does a sound job of showing you how to keep web critics from hurting your business. He also explains how to hire the best employees to create a growth-oriented, tech-supportive culture. getAbstract recommends Solomon’s easy-to-use suggestions to anyone with customers.

Summary

“Today’s Changed Customer”

Six ongoing customer service trends are likely to affect your business:

  1. Buyers want instant responses – Today’s buyers would rather have their questions answered immediately on their smartphones than in conversation, because they can get help more quickly with less aggravation.
  2. Consumers no longer like to parade their wealth – However, they will happily buy an expensive item if it benefits a worthwhile cause. People will readily purchase pricey cups of coffee if a portion of the cost goes to “help the rainforest.”
  3. Buyers prefer products with real history – Backstories provide sought-after “authenticity,” as with Twinings Tea, whose label proudly reads, “Your 15-minute break, 300 years in the making.”
  4. Buyers want a fast, meaningful response to their complaints – When issues arise, buyers want to reach you easily and receive a genuine reply. Today’s dissatisfied clients can bad-mouth your company to thousands of other people online.
  5. Go green – “Environmentally concerned” buyers care about your carbon footprint...

About the Author

Entrepreneur and public speaker Micah Solomon wrote the bestseller Exceptional Service, Exceptional Profit.

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