High-tech, high-touch customer service :: inspire timeless loyalty in the demanding new world of social commerce /
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 k...
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York :
AMACOM, American Management Association,
[2012]
|
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| Summary: | 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 the kind loyal cu. |
| Physical Description: | 1 online resource |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9780814417911 0814417914 1283688417 9781283688413 |
Staff View
MARC
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| 100 | 1 | |a Solomon, Micah, |e author. |0 http://id.loc.gov/authorities/names/n2009048492 | |
| 245 | 1 | 0 | |a High-tech, high-touch customer service : |b inspire timeless loyalty in the demanding new world of social commerce / |c Micah Solomon. |
| 264 | 1 | |a New York : |b AMACOM, American Management Association, |c [2012] | |
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| 504 | |a Includes bibliographical references and index. | ||
| 588 | |a Description based on print version record. | ||
| 505 | 0 | |a Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly. | |
| 505 | 8 | |a Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?'' | |
| 505 | 8 | |a CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture. | |
| 505 | 8 | |a The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World. | |
| 505 | 8 | |a How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?'' | |
| 505 | 8 | |a PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts. | |
| 520 | |a 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 the kind loyal cu. | ||
| 546 | |a English. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Customer services |x Technological innovations. | |
| 650 | 0 | |a Customer loyalty. |0 http://id.loc.gov/authorities/subjects/sh97009091 | |
| 650 | 0 | |a Social media. |0 http://id.loc.gov/authorities/subjects/sh2006007023 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Service à la clientèle |x Innovations. | |
| 650 | 6 | |a Consommateurs |x Fidélité. | |
| 650 | 6 | |a Médias sociaux. | |
| 650 | 7 | |a social media. |2 aat | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Customer services |x Technological innovations |2 fast | |
| 650 | 7 | |a Social media |2 fast | |
| 758 | |i has work: |a High-tech, high-touch customer service (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGVV3x9D3tF9cvJ8FfMK8d |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Solomon, Micah. |t High-tech, high-touch customer service |d New York : American Management Association, c2012. |z 9780814417904 |w (DLC) 2012001970 |
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Record in the Search Index
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|---|---|
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| adam_text | |
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| author | Solomon, Micah |
| author_GND | http://id.loc.gov/authorities/names/n2009048492 |
| author_facet | Solomon, Micah |
| author_role | aut |
| author_sort | Solomon, Micah |
| author_variant | m s ms |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
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| contents | Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly. Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?'' CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture. The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World. How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?'' PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts. |
| ctrlnum | (OCoLC)793193173 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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code="a">Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; 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| id | ZDB-4-EBU-ocn793193173 |
| illustrated | Not Illustrated |
| indexdate | 2025-03-18T14:27:39Z |
| institution | BVB |
| isbn | 9780814417911 0814417914 1283688417 9781283688413 |
| language | English |
| lccn | 2020690056 |
| oclc_num | 793193173 |
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| spelling | Solomon, Micah, author. http://id.loc.gov/authorities/names/n2009048492 High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Micah Solomon. New York : AMACOM, American Management Association, [2012] 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. Description based on print version record. Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly. Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?'' CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture. The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World. How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?'' PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts. 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 the kind loyal cu. English. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer services Technological innovations. Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Service à la clientèle. Service à la clientèle Innovations. Consommateurs Fidélité. Médias sociaux. social media. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer services fast Customer services Technological innovations fast Social media fast has work: High-tech, high-touch customer service (Text) https://id.oclc.org/worldcat/entity/E39PCGVV3x9D3tF9cvJ8FfMK8d https://id.oclc.org/worldcat/ontology/hasWork Print version: Solomon, Micah. High-tech, high-touch customer service New York : American Management Association, c2012. 9780814417904 (DLC) 2012001970 |
| spellingShingle | Solomon, Micah High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly. Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?'' CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture. The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World. How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?'' PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer services Technological innovations. Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Service à la clientèle. Service à la clientèle Innovations. Consommateurs Fidélité. Médias sociaux. social media. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer services fast Customer services Technological innovations fast Social media fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh97009091 http://id.loc.gov/authorities/subjects/sh2006007023 |
| title | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / |
| title_auth | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / |
| title_exact_search | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / |
| title_full | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Micah Solomon. |
| title_fullStr | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Micah Solomon. |
| title_full_unstemmed | High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Micah Solomon. |
| title_short | High-tech, high-touch customer service : |
| title_sort | high tech high touch customer service inspire timeless loyalty in the demanding new world of social commerce |
| title_sub | inspire timeless loyalty in the demanding new world of social commerce / |
| topic | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer services Technological innovations. Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Service à la clientèle. Service à la clientèle Innovations. Consommateurs Fidélité. Médias sociaux. social media. aat BUSINESS & ECONOMICS Customer Relations. bisacsh Customer loyalty fast Customer services fast Customer services Technological innovations fast Social media fast |
| topic_facet | Customer services. Customer services Technological innovations. Customer loyalty. Social media. Service à la clientèle. Service à la clientèle Innovations. Consommateurs Fidélité. Médias sociaux. social media. BUSINESS & ECONOMICS Customer Relations. Customer loyalty Customer services Customer services Technological innovations Social media |
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